https://www.servicenow.com/community/community-central-forum/virtual-agent-live-chat/m-p/3253917#M2959 <P class="">Hi,</P><P class="">I'm working on the ServiceNow platform and have been tasked with creating a Virtual Agent that initiates a live chat during the incident creation process. The flow should prompt the end user with an option to connect to a live agent.</P><P class="">Currently, I'm encountering an issue with the escalation process. When a user chooses to connect to a live agent but no Tier 1 agents are available, I want the system to automatically escalate the chat to the Tier 2 queue.</P><P class="">I've tried configuring a trigger using the "Connect to queue - Tier 2" action, but the escalation doesn't occur as expected. The logs indicate that the trigger is firing, but the user is not getting connected to a Tier 2 agent.</P><P class="">Could you advise on how to properly configure the escalation from Tier 1 to Tier 2 when no Tier 1 agents are available?</P><P class="">Thanks</P> Sun, 04 May 2025 11:10:13 GMT lionk105 2025-05-04T11:10:13Z https://www.servicenow.com/community/community-central-forum/virtual-agent-live-chat/m-p/3253917#M2959 <P class="">Hi,</P><P class="">I'm working on the ServiceNow platform and have been tasked with creating a Virtual Agent that initiates a live chat during the incident creation process. The flow should prompt the end user with an option to connect to a live agent.</P><P class="">Currently, I'm encountering an issue with the escalation process. When a user chooses to connect to a live agent but no Tier 1 agents are available, I want the system to automatically escalate the chat to the Tier 2 queue.</P><P class="">I've tried configuring a trigger using the "Connect to queue - Tier 2" action, but the escalation doesn't occur as expected. The logs indicate that the trigger is firing, but the user is not getting connected to a Tier 2 agent.</P><P class="">Could you advise on how to properly configure the escalation from Tier 1 to Tier 2 when no Tier 1 agents are available?</P><P class="">Thanks</P> Sun, 04 May 2025 11:10:13 GMT https://www.servicenow.com/community/community-central-forum/virtual-agent-live-chat/m-p/3253917#M2959 lionk105 2025-05-04T11:10:13Z