Is it possible to use different agents for different topics in a Virtual Agent?

[Patrick Almeid1]

I want to develop several topics in a virtual agent, and I want to assign different live agents to each one. Is it possible to do this? If yes, how?

[Muralidharan BS]

Hi @Patrick Almeid1 ,

yes, you can, there is feature called context variable. You can assign the queue name in the context variable and route to the respective live agent queue. 

There are few OOB context variables available and one of them is LiveAgent_queue. You can assign queue value to this variable or create a new variable. 

1. Within the topic assign value to the variable like - vaVars.LiveAgent_queue = 'queue name'

2. create a queue with filter condition on context variable like below

3. Now if user hits that topic, queue value is updated and chats are presented only to the agents belonging to that specific queue. 

Thanks

[Naveen_DK]

Hi,

This Solution isn't working.

I'm looking to connect to Technical support group agent or Subscription support group agents during live chat transfer based on requester input for select queue as "technical" or "subscription".

Sample script:

(function execute() {

vaVars.LiveAgent_queue ='Technical Support';

vaSystem.connectToAgent();

})()

[Chris D]

The screenshot you're showing does not have the Queue defined in the condition - it shows "Context.queue Contains [empty]".

It needs to match what you put in your script: "Context.queue IS Technical Support".

And then your Subscription Queue needs to have "Context.queue IS Subscription Support" (to correspond with code that says "vaVars.LiveAgent_queue = 'Subscription Support;")

[Naveen_DK]

Thanks for replying Chirs, 

I've tried with that combination too, but it didnt work. My script is not connecting to Live Agent.
I'm sharing the community question where I'm seeking help, I've mentioned full process implementation .

https://www.servicenow.com/community/agent-chat-routing-and-sidebar/live-agent-transfer-to-desired-g...

Kindly help me to connect with agents of different group.