AWA Queue Trigger Question

AdrianS · 3 weeks ago

I have a queue called: Agent Chat Queue

The max wait time is 3 minutes:

If the max wait time is hit. I have a queue trigger that calls a custom VA flow called "No Live Agent Support Fallback".

In the VA chat conversation when the max wait time is hit a question is presented to the user: "No agents are available, what would you like to do?"

Then proceed to give the user the option to select the custom flow.

Is there a way to skip this question and immediately go to the flow?

Abbas_5 · 3 weeks ago

Hello @AdrianS,

Please refer to the link below:
https://www.servicenow.com/community/developer-forum/transfer-to-live-agent-abruptly-ends-if-max-que...

If it is helpful, please hit the thumbs-up button and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Abbas Shaik

AdrianS · 2 weeks ago

Hi @Abbas_5 ,

Thank you for reaching out. The solution in the link is not applicable as I am already utilizing a queue trigger which my question is about.