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

[Bhimashankar H]

Hi @Samyak Jain1 ,

Check out the below posts,

Set dynamic Wait msg , Queue waiting number 

This may be helpful for you Configuring time out/availability check for Live Chat handover .

go through below post for timeout settings

Timeout for unanswered chat & Understanding timeout setting and Virtual Agent Topic Block: Wait N Seconds 

Thanks,
Bhimashankar H

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[Samyak Jain1]

Thanks @Bhimashankar H  for your reply, I didn't find my answer in above links. 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)

[Sebas Di Loreto]

You have to configure a "queue trigger".

Add the "queue triggers" related list to the Chat queue and configure it according to this document:

https://www.servicenow.com/docs/r/zurich/conversational-interfaces/advanced-work-assignment/awa-crea...