Ability to Target Announcements to Specific Queues While Users Wait

[Anil Karthik N]

Hi everyone,

I'm looking for a way to enhance our virtual agent experience in ServiceNow. Specifically, I want to target announcements to users waiting in specific queues.

Scenario: When a user tries to connect to a live agent through the virtual agent and is placed in a queue, we need to display an announcement relevant to that specific queue.

Objective: To ensure users receive timely and relevant information while they wait, improving their overall experience.

Questions:

1. Has anyone implemented a similar feature?
2. What are the best practices for targeting announcements to specific queues?
3. Are there any out-of-the-box solutions or customizations required?

Any insights or suggestions would be greatly appreciated!

Thanks in advance!

[anand-bhosle]

Hi @Anil Karthik N  You need to Create a Queue Trigger (awa_queue_trigger) for each queue.

• Pick Trigger Type:

  • Wait Time for periodic “you’re still in line” reminders, or

  • Max Wait Time for the final “no agents available” alert.

• Under Action Types, select In-Queue Messages and craft your announcement text (you can parameterize with queue name, estimated wait, etc.) ServiceNowServiceNow.

• Short Actionable message are better & storing announcements in custom table and reference it from trigger would be better.
  
  

If you have already handling VA topic using [(using vaSystem.connectToAgent())] then just create VA subflows.

That should do.

If I answered your question, mark accepted/helpful so others can benefit 

Thanks

Anand