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chat re-assignment when it's reach to max wait time messages

shivadayal4
Tera Contributor

‎06-09-2025 02:33 AM

Instead of closing chat request after 1 minutes when agent didn't accept the chat, could it try another agent and assign max time wait message and close once there is no agent available in VA in Servicenow.

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shivadayal4
Tera Contributor

‎06-09-2025 07:24 AM

@Muralidharan BS, @Sumanth16 @harditsingh Can you please respond on this

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Muralidharan BS
Mega Sage

‎06-09-2025 11:16 AM

Try these options

1. go to - awa_reject_reason table and set the field Reassignable to true for respective options and try it

2. go to - awa_assignment_rule set the Reassign on timeout to true

 

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