If an agent rejects a chat how can it route back to the same agent if no other agent is available to accept the chat(Agent Workspace)?

[haridevan1]

If the agent clicks on Reject & there is no other agent available to route to. In this situation, how can we configure to get the chat routed back to the same agent who is available?

[Nuno Meira]

Hi @Antone King1 do you know if there is a way to let colleagues be informed if their interaction was rejected or if the time to accept was expired? And how can I give colleagues options like HR Case creation when this happens? 

Thank you

[Community Alums]

HI @Nuno Meira ,

we have the same requirement can you please tell how you have archived?  

[Chaitanya naram]

Hi @haridevan1 ,

Please refer to below support article

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0819362