Virtual Agent - route to live agent queue

Jesper Slot · ‎01-10-2019

Hi

I got a setup with HR, Finance, IT and some scoped applications. They all got a portal and I'd like to use virtual agent and chat on some of the portals.

I've been looking at virtual agent, but I don't get how I can route a portal user to a specific queue from a specific portal. So for example, I'd like to route users on the IT portal to the IT chat queue.

I know you can transfer a user to a live agent from a topic via the "vaSystem.connectToAgent();" command but how do I combine it with the LiveAgent_itsm_queue ? No matter what I try, I my chats ends up in the global queue.

Hope you got some ideas 🙂

/Jesper

Marc54 · ‎07-01-2019

Hi Jesper.

there are 2 options that I have found so far:

1. static in the portal widget instance options using: sysparm_liveagent_queue=<sys_id_of_chat_queue>

2. dynamic in a script action

vaVars.LiveAgent_queue =  <sys_id_of_chat_queue>;
if (vaSystem.isLiveAgentAvailable()) {
    vaSystem.connectToAgent();
    }

I have tested both on Madrid and it is working.

Instead of setting a fixed sys_id you can retrieve that from your queue definitions using GlideRecord lookups ofcourse.

Marc

View solution in original post

Mrigank Gupta · ‎03-03-2019

In awa_queue, try the condition in routing condition.

That should help.

Jesper Slot · ‎03-13-2019

Thanks for your suggestion. Priorities changes and my instance expired so can't test right now. When we upgrade to Madrid I'll test on our sandbox and return to you.

Steve Kelly · ‎06-17-2019

Hey Jesper,

We have a similar requirement, and we are about to implement VA. Did you end up going the route suggested above, and if so, any lessons learned?

Cheers,

Steve

Jesper Slot · ‎06-17-2019

Hi Steve,

We've just gone live with ITSM and now upgrading to Madrid. In London it looked like it was too early to use the VA chat, so we decided to create a chat portal widget which now routes chat to our old (non-ServiceNow) chat system. Then, when VA chat is a little more mature, we'll look into it again...

Our old chat system is simply too advanced compared to the VA chat. So despite some advantages given when having everything in one system, it would have been a step back for our support to switch to the VA chat.