Now Assist (AI) Agent Connection to Live Agent not working

[RWHeals]

We are attempting to set up NowAssist for our portal, using an LLM AI Agent (Ava StarIQ).  I have modified the oob Topic for Connecting to a live agent to include a question for the user to answer.  This will route them to the correct queue.  It was sort of working last week with my custom topic.

With the latest patch it is not working at all.  Unfortunately I cannot get the AI to connect me to my Live Agent topic.  As a work around i modified the oob topic with my custom queue setup, thinking my customer topic was causing the issue.  It still didnt work.   

I dont know if my configuration is wrong, or something else.

I think its a mix of me not knowing how to properly configure, and maybe some bugs also.  Anyone have experience with this?

[GlideFather]

Hi @RWHeals,

isn't this "AVA powered by STARIQ" an agentic workflow?

If so, agentic workflows are not supported in Virtual Agent, only in the Now Assist Panel... for VA you need to use AI Agents only... we happened to workaround the agentic workflow to be replaced by one AI Agent doing a couple of things, it's not optimal but it worked.

Let me know if it is a AW and we can discuss further or if it's something else and I'm off topic 😛

[GlideFather]

Hi @RWHeals,

any progress?