Built something you're proud of? Tell the story. A quick G2 review of App Engine or Build Agent helps other developers see what's possible on ServiceNow. Share your experience.

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

poornimanar
Mega Contributor

3 weeks ago

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?

0 Helpfuls
  • 306 Views
1 REPLY 1

Huynh Loc
Mega Sage

3 weeks ago

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...

If this response was helpful, please consider marking it as Correct and Helpful. You may mark more than one reply as an accepted solution.



0 Helpfuls