Virtual Agent on Teams cannot connect with Live Agent

[Lhora Alvarez]

Hi experts!

So I have installed the Microsoft Integrations – Core (sn_now_teams) store app and successfully connected my instance with MS Teams.

I've also tested some of the options provided by the VA, and all of it works except for the "Live Agent Support" and the "Contact an agent".  The chatbot would reply that there are no agents available even if there IS an active agent on the other end waiting for a connection.

At first, I thought it was the VA itself but when I tried to connect with an agent using the portal agent chat, it does work. 

So, I'm not sure what I'm missing.

[Paul Curwen]

Hi,

Make sure under ServiceNow For Teams > Install Azure Apps on the menu you have the following option checked: 

If helpful please mark and Helpful/Correct

[Lhora Alvarez]

Thank you for replying.

The Request based Chat option is enabled on my instance but it still won't work.

The chatbot continues to reply that there are no agents available.

[Amarjeet Pal]

Hello @Lhora Alvarez ,

In the service channel check the condition of type whether it includes Microsoft teams chat 

And also check agent presence and capacity module whether agents are online for the same channel's or not so the twist here is you have chat and async chat channels , and your teams is configured for which channel just check this two things it will surely work , I faced the same issue but was able to configure after these fixes.

Please mark helpful if it has helped you to find your solution , thanks.

Thanks

Amarjeet Pal

[Lhora Alvarez · Accepted solution]

Thanks!

I also realized that it had to be related to the Service Channels and Queues. So, I checked those records and test if they were working or not (including selecting the MS Teams on the Type field of the service channel record).

Turns out the corresponding Queue record was the cause of Teams VA not detecting the available agents. Because when I created a new Queue record, Teams was able to connect to the agent on the SN workspace. Not sure how/what exactly the cause was as I didn't dig deeper...