Virtual agent and Now Assist issue

[ChittiS]

Has anyone implemented a Virtual Agent requirement where the "Transfer to Live Agent" option should be shown only for IT-related conversations and hidden for HR-related conversations?

In a fallback scenario, the decision needs to be based on the last content presented to the user (e.g., IT KB/IT Catalog vs HR KB/HR Catalog). If the last presented content is from an IT source, show the transfer option; if it's from an HR source, do not show it.

What is the best way to identify the last presented content source in Virtual Agent and conditionally control the Agent Chat transfer option? Any OOB approach or recommended implementation pattern?

Please do let me know how can I proceed with this requirement, Any KBArticles or documentation will help,

Thanks

[ChittiS]

Can anyone please assist me on this topic.
Thanks

[Tanushree Maiti]

Hi @ChittiS 

1)Has anyone implemented a Virtual Agent requirement where the "Transfer to Live Agent" option should be shown only for IT-related conversations and hidden for HR-related conversations?

A: You have to write the script for restrict the visibility

   Refer: Transferring Virtual Agent conversations to a live agent 

https://www.servicenow.com/community/virtual-agent-nlu-forum/how-to-hide-remove-the-quot-live-agent-...

2)In a fallback scenario, the decision needs to be based on the last content presented to the user (e.g., IT KB/IT Catalog vs HR KB/HR Catalog). If the last presented content is from an IT source, show the transfer option; if it's from an HR source, do not show it.

Refer: Virtual Agent Fallback Topic: Stuck on Loading? Here’s the Lifesaver!

https://www.servicenow.com/community/developer-forum/search-fallback-is-not-working/m-p/3077220

3)What is the best way to identify the last presented content source in Virtual Agent and conditionally control the Agent Chat transfer option? Any OOB approach or recommended implementation pattern?

Transferring Virtual Agent conversations to a live agent 

Virtual Agent interaction records 

Virtual Agent scripts