Always displays 'No chat agents currently available' in the chat widget on the service portal

[Vinoth6]

Am trying to test the live agent on my personal dev instance. I have configured the service channels, queues, agents. But it always says 'No chat agents currently available' in the chat widget on the service portal. 

[Brandon R1]

In addition to all of the other tips the others have posted, do you have the Advanced Work Assignment plugin installed?  If not, go to the ServiceNow Store and install it. AWA is required for using Agent Chat.

Under Advanced Work Assignment > Management > Groups, make sure you have a group setup that provides the appropriate users with the permissions to receive chat requests. The group assigned should have the following roles configured:

awa_agent

workspace_user

Then, add members to that group.

You can verify they're available to receive chat requests by going to:

Advanced Work Assignment > Management > Agent Presence & Capacity

Hope that helps.

Brandon

[Vinoth6]

Thought of giving an update. 

When the chat queue is set to 'Connect', the live agent works fine, when one of the agents is logged in. It works for global queue and HR queue, as well

But, when the chat queue is set to 'Agent workspace', it still does not work i.e. it still says 'no agents available' 

[Ankur Bawiskar]

Hi,

Did you check the links I shared?

it has something around agent workspace issue for no agents available

Regards
Ankur

[Bart van der Wu]

Hi Vinoth, did you already succeed in setting this up? If not, try to following steps to configure the agent workspace chat:

1. Go to 'Chat Setup' (application picker> chat setup) and set 'ITSM Fulfiller UI' and/or 'Global Fulfiller UI' to agent workspace.

2. Then go to the service channels and check if the default 'Chat' service channel is configured:

Table: Interaction
Condition Type = chat

3. Then check if a queue is added in the related list 'Queues'. If not, create a new queue for the chat service channel
It is important that you check the field 'Define condition here' even if there are no conditions added.

4. Then create a new 'Assignment rule'
(settings are not important for now)

5. Go back to you queue to the related list 'Assignment Eligibility' and click 'New'.
Select the Assignment rule you just created and a group with users. Users in that group should have the awa_agent role.

Now it's all setup and we are ready to test if it's working.

6. Impersonate a user from the group you selected in the previous step, go to agent workspace and set the chat agent to 'Available'.

7. Open an incognito browser session and impersonate any other user and open a chat conversation via the service portal.

results:

In the first browser session you should now see a popup asking to accept the incoming chat.

If you don't see that, quit the impersonation and as admin go to the table 'awa_work_item'.
Do you see an item was created there?

If so:
Does it have a queue? 
What is the state?
Is it assigned?

If not:
Something is wrong in you queue or service channel.
If you have a schedule added to to your queue, try to remove it. This caused issues in my setup (not sure why).

If it still isn't working please post some screenshots of your service channel and queue so I can investigate them.

Good luck!

If this help you to solve your issue, please mark it as the correct answer so others will find it.

[Marik]

Thank you.  Many hours lost due to this little bugger you listed under #3

3. Then check if a queue is added in the related list 'Queues'. If not, create a new queue for the chat service channel
It is important that you check the field 'Define condition here' even if there are no conditions added.

Checked that box and now chats are a flowing.  

Thanks again.

MD