question Re: Customizing "No Agent Available" Message in Virtual Agent, NLU forum

Customizing "No Agent Available" Message

syed_but_not — Thu, 07 Sep 2023 19:15:11 GMT

Hi, I'm trying to figure out a way to customize the behavior of "No Agent Available" so that we can include a card to one of our catalog items, or at the very least embed a link to it. I tried adding the link to the message in the conversational interfaces agent chat settings, but it won't save and whenever I reload the page the link is gone. Does anyone know how we can customize the OOB no agent available behavior?

Re: Customizing "No Agent Available" Message

Tricia Cornish — Fri, 08 Sep 2023 03:18:20 GMT

Hi @syed_but_not
One idea: Instead of addressing it in the agent chat, modify your Live Agent topic to first check if an agent is available before connecting to the live agent. The script is referenced here: https://docs.servicenow.com/bundle/utah-servicenow-platform/page/administer/virtual-agent/concept/virtual-agent-scripts.html
Create a custom Live Agent topic and insert that in your Conversational Experiences.

Hope that helps,

Tricia

Re: Customizing "No Agent Available" Message

Chris D — Mon, 11 Sep 2023 18:27:15 GMT

This is the right answer. I'd just add: I recommend a Live Agent Transfer Topic Block that does the availability checking and transfer so it can be reusable in multiple topics - if nothing else, a "Live Agent Chat" topic (for folks that insist on chatting with a human right away) and the Fallback Topic.