How to continue a VA flow after no live agent accepts a chat

[Ryan Ley]

I responded to a similar post here.

To summarize: 

This is an edge case where a user attempt to contact a live agent, but none of them accept the chat. I'd like to continue on my flow with a variable that tracks that none of the 'available' HD Techs accepted the chat, and we continue routing the ticket to open an Interaction after unsuccessfully reaching a live agent.

In the below script block, 'Connect to live agent', only the vaSystem.connectToAgent(); function is called, but after timing out at 3 mins with no agents accepting the chat, the chat is ended and the flow does not continue past this script block, effectively ending the conversation with the client.

Any ideas on how to proceed to the Decision and then to either 'Agent Answered' or 'No agent answered'?

[Muralidharan BS]

Hi Ryan,

If the agent is not available then you can continue with the flow. But if chat is offered to an Agent you cannot make Virtual Agent take over the conversation. 

If the agent doesn't accept the chat for a certain min then you can abandon the chat and send the user a VA notification to open an interaction accordingly. 

prop to amend the time - com.glide.cs.conversation_idle_timeout

about timeout settings - https://community.servicenow.com/community?id=community_article&sys_id=1453b03bdbaad0109e691ea668961929

Thanks

[Tapish Sharma1]

Hi Ryan , 

Were you able to find a solution for this ?