With agent chat, how can I inform the end user when all agents reject their chat?

mpsteve137 · 4 weeks ago

I am testing with an end-user and one live agent. Currently, when the user tries to open a message, and the live agent rejects their chat, the end-user just continues to see "Routing you to a live agent." What do I need to configure so that they instead see "No agents available" after all available agents reject their chat?

June Zheng · 3 weeks ago

Hi ,

Please follow the below documentation to configure "Max wait time" and " Max wait time message"

https://www.servicenow.com/docs/bundle/zurich-conversational-interfaces/page/administer/advanced-wor...

Max wait time define the time that all available agents have to accept or reject a chat request. After time runs out, the end-user should see the value defined in the Max wait time message field

or the No Agents Available Message field defined in Agent Chat settings.

. In your case, you can define " No agents available" in the Max wait time message field

Queue Max wait time message.png

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GlideFather · 4 weeks ago

@mpsteve137 It will might require a dedicated topic or some extra development. I have no experience with that 😞

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No AI was used in the writing of this post. Pure #GlideFather only

MaxMixali · 4 weeks ago

If you do not have experience on that why continue to answer on ti. let's explain to the community why ?

GlideFather · 4 weeks ago

@MaxMixali
I was tagged by Dr Atul and tried to help using my own screenshot, you share non-existing properties :)))) you are right, this is my last response to you, it's useless to argue with a troll.

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No AI was used in the writing of this post. Pure #GlideFather only

MaxMixali · 4 weeks ago

Since you insist on minding my own business, I'll send a note to your HR manager, Carolina, and talk to an old friend at Cognizant. And reading your LinkedIn profile, you don't seem like such a phenomenon. I'm less of a magician and more of a mind my own business.

MaxMixali · 4 weeks ago

N/A