[Virtual Agent] - Live agent not working

Vinicius Justo
Kilo Contributor

‎08-13-2019 09:04 AM

Hi all,

I am trying to connect with the live agent but the support queue is not able to receive the request, am I doing something incorrect?

(function execute() {
    vaVars.LiveAgent_queue = "queue_id_string_example_123";
    vaVars.LiveAgent_short_description = "XPTO";

    if (vaSystem.isLiveAgentAvailable()) {
        vaSystem.connectToAgent();
    }
})()

PS: I debugged the code and the method vaSystem.isLiveAgentAvailable() returns true.

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NaAs
ServiceNow Employee
ServiceNow Employee

‎08-20-2019 07:36 AM

try setting the liveagent_queue and calling vaSystem.connectToAgent() in 2 steps (2 different script nodes)

Chris D
Kilo Sage
Kilo Sage

‎11-12-2019 07:37 AM

I can confirm that, for some reason (at least in Madrid), ServiceNow doesn't like when you set the LiveAgent_short_description in the same execute function as vaSystem.connectToAgent(). I have the (Connect Support) chat queue value defaulted so I can't confirm that, but it makes sense to be along the same lines. 

As Nabil mentioned, setting the short description works perfectly when called from another script node, even if it's immediately before connectToAgent. Minimally a nuisance, but at least there's a workaround.

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