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

YenGar · ‎01-06-2021

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

Pranesh072 · ‎01-15-2021

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
	});

View solution in original post

asifnoor · ‎01-06-2021

Hi,

I think it is more based on the timelimit than the limit on queued chats. Kindly check this link

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/advanced-work-assignmen...

Pranesh072 · ‎01-06-2021

You can create a scheduled job which will check the work item state and inject a some message to that interaction for delay

YenGar · ‎01-11-2021

Thank you Pranesh,

I did end up injecting a message in the chat live stream. It'll work for now, maybe servicenow will provide something like that where we can limit the end user audience who can use live chat. It would be very helpful when rolling out this product.

It looks like this:

Thank you!

Yeny

Pranesh072 · ‎01-11-2021

Can you share your script maybe i can help you with message to look like system message similar expected wait message