question Agent Chat not connecting to available agents in Agent Chat, Routing, and Sidebar forum

Agent Chat not connecting to available agents

Marshall Day1 — Tue, 20 Dec 2022 23:57:09 GMT

Any Chat bot experts available? To set the mood, Agent Workspace and portal chat work fine in my PDI. In my work instance, set up is the same, but the chat bot does not connect to an available agent. When I open the chat bot in the portal, it shows there are active agents but when I select Live Agent Support, it gives the dreaded No Agents Available line. Any ideas to track this down? I am using multiple browsers for this exercise. Any directions would be appreciated.

Re: Agent Chat not connecting to available agents

Community Alums — Wed, 21 Dec 2022 02:24:14 GMT

Hi @Marshall Day1 ,

On awa_queue record (awa_queue.do), under the Routing Condition section, check the "Define condition here" checkbox and leave everything blank.

And, make sure that the agent has the awa_agent and workspace_agent roles as well.

Also, Refer to this discussion : https://www.servicenow.com/community/hrsd-forum/always-displays-no-chat-agents-currently-available-in-the-chat/m-p/1322369

Re: Agent Chat not connecting to available agents

Marshall Day1 — Tue, 10 Jan 2023 21:38:45 GMT

Well, SN technical experts have shown why they are experts yet again. The issue that was posted above has found a solution that is relevant to our instances but may be something to remember for others.

OOTB behavior for Interactions is for them to remain open after an Incident has been created. This means that the agent needs to go back and close that chat or it will remain open forever.

It seems that when we created a BR to close the Interaction once an Incident was created in the workspace, that the BR was causing the chat bot to no longer allow connection to the available agents. The chat bot showed agents available but once you selected Live Agent Support, the interaction (that would normally open for an agent) was closed and, thus, there was never an agent acceptance of the chat.

Once that BR was turned off, the whole process worked like a champ.

The moral of this story: When there are issues that suddenly show up with no obvious causes, check the latest fixes/improvements that were created in the system by your team.

Re: Agent Chat not connecting to available agents

Community Alums — Wed, 28 Aug 2024 17:40:55 GMT

I did both and yet not able to get the agents. When I manually create an interaction, it gets assigned. But I cannot see the availability of agents from the employee center chat. Its always "No Chat Agents Currently Available"

Re: Agent Chat not connecting to available agents

Community Alums — Wed, 28 Aug 2024 17:42:58 GMT

Can you please let me know the BR that you disabled?

Re: Agent Chat not connecting to available agents

Community Alums — Fri, 06 Feb 2026 15:20:44 GMT

Hello @Marshall Day1 , @Community Alums , Could you please do let me know what is the OOB Business rule to be disabled? Please confirm.

Thanks

Re: Agent Chat not connecting to available agents

Marshall Day1 — Fri, 06 Feb 2026 21:30:16 GMT

Hello All,

If you read my comments you will see that 'we' created the BR for the action. This caused the issue that we were experiencing. Once we turned off the self-created BR then everything started working correctly. There was no OOB BR that was turned off.

Hope this helps.

Re: Agent Chat not connecting to available agents

Community Alums — Fri, 13 Feb 2026 09:48:27 GMT

Thanks! got it @Marshall Day1