Add a prompt in Live Agent

[Nawal Kishor S2]

Hi Experts,

I have a requirement on virtual agent-

I want to add a new prompt for the user when no agent accepts the chat or when the chat times out. The user should receive the following message:

                    “Raise an IT ticket?”

                    If selects Yes:
                                    Report an IT Issue flow.

                 If  selects No:

                             Close the chat session.

i'm trying to configure it , for that I have copied the OOB - Live agent support Topic and added steps- like below- 

but when i tested it in portal it gives- message like- 

It not showing the "Raise an IT Ticket?" .

If anyone worked on this or any idea whether its possible or not please provide your answer !

Thank you!!

[GlideFather]

Hi @Nawal Kishor S2,

I would make a whole new decision to this area:

And you will have to find a way how to recognise if the agent talked to them or not, most likely to script it.

If user communicated with agent that would be one decision branch and if not that would be other and for the other you will give the chance to create incident or close it.

Something like this, but it's just an idea

[Nawal Kishor S2]

Thank you for the reply @GlideFather . I got the solution.

[Nawal Kishor S2 · Accepted solution]

Hi Everyone,

I got a solution of this issue - in the advanced work  assignment - queue- open the queue and its related list configure max time and virtual agent topic for further process. refer below screenshot- 

Thank you !!