Completely understood that documentation isn't great for this - especially considering how easy Connect Support is to setup and Agent Chat... not so much.
You'll need to use Advanced Work Assignment to route chats to Agent Workspace so you should be at least remotely familiar with that. You'll also need to ensure your Chat Setup is configured to use Agent Workspace instead of Connect Support as a basic setup step.
Here's my solution (copied from another recent thread😞
I ran into this as well and it's very frustrating how poorly Agent Chat + Advanced Work Assignment is documented because it's considerably more complex than Connect Support, even if you want to use it in the exact same manner.
Sometimes for routing chats from VA, you don't need fancy routing - i.e. if somebody is in Topic A, the chat will always go to Queue A - and I think I got this working...
Some examples show a scripted advanced condition to route chats, but that seems utterly ridiculous to stoop to that complexity for something as simple as this. Let me know if this works because I've only tried it on a small scale with two chat queues.
In Advanced Work Assignment, create a chat Queue (and assignment eligibility ofc) and in 'Work item routing condition' (Simple Condition), select "Show Related Fields", then click again and select "Context => Interaction Context fields", then click it again and you will see all the Live Agent Variables from VA Designer which you should be able to use. At this point I just select "queue IS [unique friendly name]" - there's no point using the sys_id now since you have to define this variable yourself...
Speaking of which, now, go back into the desired topic of VA Designer, add the Live Agent Variable "queue" to the Topic, edit the topic flow, show Live Agent Variables, then set the value of "queue" to be [unique friendly name].
As far as I've come across, this is the simplest way to route chat from Virtual Agent so let me know if you run into specific stumbling blocks.
