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How to display different messages when now assist live agent is busy or offline

poornimanar
Tera Contributor

‎04-06-2026 02:11 AM

I want to show 2 different messages for the end user when user tries to connect to a live agent and live agent is busy or offline, Do I need to create a setup topic? if yes what should be the type and how to configure the flow?

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Huynh Loc
Mega Sage

‎04-06-2026 10:24 PM

Hi @poornimanar ,

Yes, you should create a custom Virtual Agent topic (by copying the OOTB Live Agent Support topic).
✔ The topic should be a Standard Chat Topic (not a Setup Topic).
✔ You must check agent availability using a Script Variable (vaSystem.isLiveAgentAvailable()), then branch your flow to show different messages.

Further detail, please refer to this blog:
https://www.servicenow.com/community/virtual-agent-nlu-forum/how-to-handle-agents-online-offline-sta...

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