Now Assist - How to control which queue is transferred for a Live Agent

[Nathan63]

Hi!

I'm trying to setup Now Assist in Virtual Agent - one requirement is to have a live agent available to receive an escalation where the VA was unable to assist.  The queue you land in is different depending on the portal you started the chat from.

So I have activated the fallback topic for Live Agent and replace the topic with our custom one which was working in the classic VA experience.

Effectively, it's just a script node:

With script as follows

(function execute() {
    vaVars.Liveagent_route = "hr";  
    vaVars.LiveAgent_queue = '6c4097f61bdfe1105b3f9757b04bcb1e';
    vaVars.LiveAgent_Transferred_Agent = true;
    vaVars.route = 'hr';
    vaContext.route = 'hr';
    vaSystem.connectToAgent();
})()

The Live Agent variables are added to the topic - and the default Live Agent Support topic has been removed from this Assistant.  However the chat still connects to the default queue instead of the specified queue.

So what new piece of configuration is required to point a Now Assist assisted chat to a specific AWA queue?

Thanks in advance!

[Tanushree Maiti]

Check these links , if it helps:

https://www.servicenow.com/community/hrsd-forum/va-now-assist-live-agent-not-transfer-for-chat/m-p/3...

[Nathan63]

Thanks for your response.

No luck here - the queues are all differing order values.

For some added context, these chat queues are not new - they were working fine prior to setting up an assistant / LLM version of the topic.  The only change has been that it's going via an assist and an LLM topic which is effectively the old topic re-created (because migration is slower than just writing it again)

[Nathan63 · Accepted solution]

Figured it out.

For the custom portal queue adding vaContext.route = [variable]; and then adding the same context route to the AWA queue worked.

Not so for the default ESC portal, but adding context.portal = 'esc' worked for the default portal