Give case creation option in virtual agent designer topic

[Vaishali 11]

Hi,

I have a requirement where the user wants that when the live agent chat option is selected on the pat topic and if it doesn't get picked up by any live agent within 5 minutes then it should give the case creation option to user. 

How is this possible to do?

Thanks in advance!!

[GlideFather]

Hi @Vaishali 11,

create a topic, add there option to connect to live agent, also set there timer and if it is more than 5 minutes add there option to create record in sn_customerservice_case table

Where did you get stuck?

EDIT: very simplified version:

[GlideFather]

I noticed that it's HRSD forum, so it would be HR Case, not CSM Case. but it's just the table, the rest would be same

[Vaishali 11]

could you please specify the backend logic behind the timer activity?

[GlideFather]

@Vaishali 11 there's an utility called Pause

But you are right it will require to mark for the decision whether the agent was called or not