Dear community,
maybe someone has an idea how to achieve the following?
I have a virtual agent topic, which is called "Forward to portal". It redirects the user to a portal by displaying a text message.
I am calling this topic when there is no agent available - that just works fine by checking if an agent is available and if not switching the topic per script.
However, when there are agents available but no agents accept the virtual agent conversation, I can set the topic in the "Queue Trigger" --> "Trigger Type = Max Wait" and then setting the topic.
The behavior now is, that when the max wait time is reached the virtual agent asks the user "What do you want to do?" and the user can choose from the topic "Forward to portal" or decide to end the conversation.
I would like to have no selection for the user but directly call the "Forward to portal" topic.
Do you have any idea or can I provide more information so someone can help?
Thanks in advance!
Raphael
