Is there a way to set a max capacity of queued chats in Agent Chat/AWA?

[YenGar]

Hi all, 

I am working in Agent Chat/AWA Agent Workspace. I am trying to find a way to set a limit on queued chats when the agents are at capacity to inform the end users that are trying to start a chat session that there are an influx of chats in the queue and if they'd like to try at a later time (or something along those lines). I haven't been able to find anything in properties, agent workspace set up or anything that would enable this to happen. Is this possible? If so, please give me some suggestions on how to go about this. 

Thank you!

Yen

[YenGar]

Hi Pranesh, 

I hadn't seen your message, sorry for the late response! here is my script from the scheduled job.

var interaction = new GlideRecord('interaction');
interaction.addEncodedQuery('sys_created_onRELATIVELT@minute@ago@2^state=new');
interaction.query();
while(interaction.next()){
	var liveFeedGroup = new GlideRecord('live_group_profile');
	liveFeedGroup.addQuery('name', 'CONTAINS', interaction.number);
	liveFeedGroup.query();
	while(liveFeedGroup.next()){
		gs.log("LiveFeedGroup name: " + liveFeedGroup.name);
		//var url = "/ssp?id=sc_cat_item&sys_id=1496bfd84ff49b40a51b28928110c7ba&sysparm_category=2e296c194ff19300a51b28928110c79a ,_self";
		var conversation = sn_connect.Conversation.get(liveFeedGroup.sys_id);
		conversation.sendMessage("We are experiencing a high chat volume. If you'd like to try at a later time, please close out this chat session by clicking on the (X) at the TOP and select 'Yes' to end the conversation.");
	}

Thank you for your help!

Yen

[Pranesh072 · Accepted solution]

can you try this one

conversation.sendMessage({
		body:"We are experiencing a high chat volume. If you'd like to try at a later time, please close out this chat session by clicking on the (X) at the TOP and select 'Yes' to end the conversation.",
		system: true
	});

[YenGar]

Thank you Pranesh! It looks like this: 

It looks better than the one I had previously!

thank you, 

Yen

[Pranesh072]

happy to help you 

[Sebas Di Loreto]

Yengar, thank you for this script. Pretty cool.

I think it will be better if you use the live_handoff_time time rather than the sys_created_on on the second line.

I am saying this because I have a pre-chat questionnaire on every chat and the end user could take more than 2 minutes to fill it in. The  live_handoff_time reflects the time the interaction is passed to AWA to be routed and that is the real time the end user feels as "waiting". 

Is it clear?