How to send a message in virtual agent if user is waiting to connect with live agent

[Samyak Jain1]

Hi All,

I need your help in configuring an auto-generated message by Virtual agent (Eg. Please wait while we connect you to live agent) that will be sent to user if the user has to wait for more than 2 minutes to connect with a live agent.

Thanks

[Shaqeel]

Hi @Samyak Jain1 

https://www.servicenow.com/community/developer-forum/live-chat-queue-setup/m-p/2946746

This might help

[Samyak Jain1]

Thanks @Shaqeel for your reply but I am looking for a way to send a message in between a chat if there is a delay of more than 2 minutes in connecting with live agent. ( If user is waiting in a queue for more than 2 minutes)

[Shaqeel]

Hi @Samyak Jain1 

Use AWA Queue Management.

You can configure queue wait time rules, if the user has been in queue for 120 seconds, trigger an action.

Regards

Shaqeel

[Samyak Jain1]

Hi @Shaqeel 

Could you please tell in more details.

Thanks in advance!