Trying to use the VA API via Postman to call a specific VA topic is failing.

[Shubham47]

I'm attempting to use the VA API via Postman to call a VA topic. It appears that the topic I am attempting to call is not being taken into consideration. Since I need to route chats to different queues based on user selection, I assumed that calling topics would hit different queues. Is there another way to accomplish this, such as including something in the request body?

{

  "requestId": "123-xxxx-xxxx-xxxx",

  "clientSessionId": "123-xxx-xxx-xxx",

  "token": "statictoken",

  "action": "SWITCH",

  "topic": {

     "id": "xxxxx"

  },

  "userId": "guest"

}

[GlideFather]

Hi @Shubham47,

can you please explain me the use case when this shall happen?

As I understand it, Virtual Agent is for end users to request something, get information or create/update records.... and optimally it reduces the efforts of real humans. 

What would be the situation when a VA shall be triggered "remotely" from Postman or incoming action rather than clicking by a human?

I don't see any purpose of that, or is it just playing around?

[Shubham47]

Hi @GlideFather 


I would like to know how to route chats to different queues based on user selection in third party chat. The use case is that end users use the third party chat for all Q&As, but we give them two options to connect with agents from group A or B from ServiceNow when they want to interact with agents. I want to know if I'm doing this correctly or if there is another way to make this work. I tried passing topic name A if the user chooses group A, but it isn't working.

[GlideFather]

@Shubham47 for that there should be possibility to transfer chat from the current agent to somebody else.
Check AWA and queues conditions

[Shubham47]

I am looking to route chat to specific queue using virtual agent API not transferring the chat from current agent.