Live Agent Support not working with Virtual Agent - Agent Workspace Demo

Patrick Bessel
ServiceNow Employee
ServiceNow Employee

‎09-18-2020 02:05 PM

While trying to get familiar with Agent Workspace I was testing the ability for persona Emily to request Live Agent Support via Mobile using the Virtual Agent while viewing Harry's Agent Workspace Inbox. After requesting support Emily is presented with options to update or keep current address (See screen shot)? I thought there may be something I can edit to fix this with Virtual Agent Designer but both conversations are bre-built topics and read only.

 

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Muralidharan BS
Mega Sage
Mega Sage

‎09-18-2020 10:19 PM

Hi Patrick, 

If you select Live Agent support from the topic picker. As per OOB Live agent support topic, It will route you to a live agent but the above screenshot shows something is broken as you said. 

Open the Live agent topic and click "Test" to see the behaviour of the topic. If thats working, try to close down the conversations in the sys_cs_conversation and try again. 

Navigate to collaboration > chat setup and enable live chat enabled. Check if the queue has members and workspace is selected. 

Supporting docs - https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workspace/task/configure-agent-chat.html

 

Thanks

 

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