Give case creation option in virtual agent designer topic

Vaishali 11 · yesterday

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!!

Vaishali 11 · yesterday

Got the solution....it could be done by adding queue trigger to the live chat queue, where we can link in the case creation topic.

View solution in original post

spacebarcli · yesterday

<!doctype html>
<html lang="en">
<head>
<meta charset="utf-8" />
<meta name="viewport" content="width=device-width,initial-scale=1" />
<title>Forum Comments</title>
<style>
body { font-family: system-ui, -apple-system, "Segoe UI", Roboto, "Helvetica Neue", Arial; background:#f7f8fa; color:#1d232a; padding:20px; }
.comments { max-width:800px; margin:0 auto; }
.comment { background:#ffffff; border:1px solid #e3e6ea; border-radius:8px; padding:16px; margin:12px 0; box-shadow:0 1px 2px rgba(16,24,40,0.03); }
.meta { font-size:13px; color:#57606a; margin-bottom:8px; }
.body { font-size:15px; line-height:1.5; }
</style>
</head>
<body>
<div class="comments" role="region" aria-label="Forum comments">
<div class="comment" role="article" aria-label="Comment 1">
<div class="meta">Posted by a community member</div>
<div class="body">
It sounds like this could be handled by adding a timeout workflow in the virtual agent designer. If no agent accepts the chat within the defined time, the flow can be redirected to trigger the case creation step.
</div>
</div>

<div class="comment" role="article" aria-label="Comment 2">
<div class="meta">Posted by a community member</div>
<div class="body">
One approach might be to configure escalation rules in the chat flow. Setting a 5-minute condition before showing the case creation option ensures users are not left waiting without resolution.
</div>
</div>

<div class="comment" role="article" aria-label="Comment 3">
<div class="meta">Posted by a community member</div>
<div class="body">
This requirement is often solved with conditional branching in the conversation flow. After the live agent transfer node, a timer can be placed so that if no connection is made, the system automatically routes to a case logging form.
</div>
</div>

<div class="comment" role="article" aria-label="Comment 4">
<div class="meta">Posted by a community member</div>
<div class="body">
Virtual agent systems typically allow for fallback scenarios. If the live chat doesn’t connect, the fallback action could present the user with a case creation prompt, ensuring no interaction goes unresolved.
</div>
</div>

<div class="comment" role="article" aria-label="Comment 5">
<div class="meta">Posted by a community member</div>
<div class="body">
The design can benefit from combining the live chat handoff with a backup option. A delay mechanism followed by an alternative outcome such as case creation provides both responsiveness and user satisfaction.
</div>
</div>
</div>
</body>
</html>

Vaishali 11 · yesterday

for our other topics it's triggering the fallback topic....but not sure why it's not triggering for this one particular topic?

Vaishali 11 · yesterday

Got the solution....it could be done by adding queue trigger to the live chat queue, where we can link in the case creation topic.