Agent Chat Context Based Routing

[Rkanodia]

Hi 

Can we use context variable based routing for agent chat where we do not have virtual agent and only live agent conversations. 

I did few set up but it's not working for me. Let me know if I am missing something

[Community Alums]

Hi @Rkanodia ,

Without Vitual agent it's a bit difficult.

Please refer to this article:

https://www.servicenow.com/community/virtual-agent-nlu-articles/how-to-transfer-a-chat-to-a-specific...

[Community Alums]

Hi @Rkanodia ,

[Rkanodia]

Hi @Community Alums 

Thankyou for the article, but in the article the steps are making a topic block and the defining queues in it. I am not using virtual agent. My chat is routing directly to live agents. Please help here.