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Display message "Agent is not available after scheduled time" after chat queue is closed

nmenon5
Tera Contributor

an hour ago

Hi Experts,

I have a question regarding Agent Chat.

Is there an out-of-the-box way to display a message such as "All agents are currently offline" when the chat queue is outside its configured working hours?

If this isn't supported out of the box, what is the recommended approach to determine agent availability and display a custom offline message in the chat?

Has anyone implemented a similar solution? Any guidance, best practices, or examples would be greatly appreciated.

Thank you!

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Vikram Reddy
Tera Guru

53m ago

Hi @nmenon5,

 

There's no hidden "queue is closed" flag to flip. Out of the box, a schedule-closed queue and a queue with zero available agents both fall through to the same generic no-agents message, so if you want distinct wording for off-hours you have to branch for it yourself before the chat ever hits Advanced Work Assignment.

  • Confirm the Schedule field on the awa_queue record, an empty schedule means the queue is treated as 24x7
  • Check the queue's Max wait time and its timeout message, that's the text end users actually see today
  • Add a step in your Virtual Agent topic or Flow that calls GlideSchedule.isInSchedule() against that same schedule before handing off to Live Agent, and route to a custom "all agents offline" response when it comes back false

Doing the schedule check server-side ahead of the handoff is the cleanest way to get your own copy instead of the default fallback text.

References

 

Thank you,
Vikram Karety
Octigo Solutions INC

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