Hello everyone,
I'm encountering an issue where Now Assist functionality appears to be conflicting with our Virtual Agent chat-bot, specifically when trying to route to a live agent. for HR and IT Queues
When a user engages with the VA and selects either the HR Issue or IT Issue option in the pre-chat survey, the chat does not successfully route to a live agent. Instead, the Now Assist AI jumps in to answer the question. We tried setting up a custom VA topic, which should be answered by VA, then too the Now Assist answers the question and not VA.
When we Deactivate Now Assist, we are able to route the chat to live agent. In my case we need Both Now Assist and Virtual agent bot. We need to ensure that when a user selects an option in the pre-chat survey, the chat is correctly routed to the appropriate live agent queue. without disabling the Now assist fucntionality for VA.
We need help troubleshooting why the transfer is failing to the queue. Any guidance is greatly appreciated! @Ankur
