Option to connect to live agent unavailable after VA conversation ends

[Ryan Whittaker]

After a conversation with the Virtual Agent has ended, the message 'No Chat Agents Currently Available' shows in the contact menu/3 dot menu. See screenshot below.

 

This is not correct. There are agents available. What seems to happen is that the option to connect to a live agent becomes unavailable outside of a conversation.

Where is this message configured, and can we change it so there is an 'always on' option to connect to an agent, even after the conversation has ended?

[Jake Sadler]

Hi,

I believe the conversation has to be active for these options to be selected. Since the conversation was ended it assumes the issue was resolved or no further assistance is required hence disabling these options.

More info here:

https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/virtual-agent/concept/transfer-to-live-agent.html

Thanks

Jake

[Ryan Whittaker]

Thanks Jake. If it's the case that the chat has to be active, then the text shown there should reflect that in my opinion. At the moment it's misrepresenting agent availability.


It would perhaps be better to either remove this option or duplicate the 'Start a new conversation' option in the Contact Options menu.

The only place I can find where the Contact Options are configured is in the branding menu, under the menu items related list, but these are only shown during in-flight conversations. There must be a second list like this somewhere, where the menu item "No Chat Agents Currently Available" is stored.