Is it possible to return to Virtual Agent flow after connecting to Live Agent?

Farah6 · ‎03-20-2022

Hi,

I have created a virtual agent designer flow which connects to a live agent based on the user input. My question is: Is it possible to make the control return to the calling designer flow after speaking with the live agent and the interaction record state is changed to Closed Complete or after the chat has timed out?

Thanks ,

Farah

Chris D · ‎03-21-2022

Don't think it's possible. Would be a nice feature to have in certain cases, but even just thinking about it from the agent's side, when they end the chat, it closes the interaction. So the agent-side functionality has to be changed to not close the interaction when they "end chat" and then the VA flow logic needs to be updated on the backend to continue the existing topic. I don't doubt it could be doable, but I think it'd have to be baked in by ServiceNow and not added by instances.

View solution in original post

Ned Sanderson · ‎03-21-2022

Interested in the response on this since by design, our chats are marked as Closed Complete once the live agent chat conversation is closed out. A continuation of a VA UX after a live agent chat to facilitate a survey may be desirable.

Chris D · ‎03-21-2022

Don't think it's possible. Would be a nice feature to have in certain cases, but even just thinking about it from the agent's side, when they end the chat, it closes the interaction. So the agent-side functionality has to be changed to not close the interaction when they "end chat" and then the VA flow logic needs to be updated on the backend to continue the existing topic. I don't doubt it could be doable, but I think it'd have to be baked in by ServiceNow and not added by instances.