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

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venkata satish · ‎07-30-2019

Could you please tell me where is this 2nd step dynamic need to configure.

Regards,

Venkata Satish

Nikita Garg · ‎01-14-2021

I also need the solution to this, kindly share if you got any

Aksha · ‎07-01-2019

Hi,

Could you please try by adding the live agent queue id explicitly in the widget:

options.window = options.window || {url: '/$chat_support.do?queueID={sys_id}', target: '_blank'};

Nikita Garg · ‎01-14-2021

I tried using the dynamic solution.
providing Sys_id of queue in the script action. but it always redirect to IT Queue.

Can we just set the routing condition in the queue based on the current topic?