Live Agent transfer option from Contact Support menu

[Yasmin]

Hi Community,
Question on transferring to Live Agent from the 3 dot menu (Contact Support menu). 

When transferring to a Live Agent from the Contact Support menu, does it use the same Setup Topic that is specified in the General Settings? The reason I'm asking is because we havsome specific actions beforee curtomized the Live Chat Support Setup Topic to do transferring to Live Agent, and yet when manually transferring to Live Agent by using the option in the Contact Support menu, it bypasses our customized topic and goes straight to tranferring to Live Chat. So, do we need to also customized the live agent transfer somewhere else in VA Designer?

Thank you! 

[Imam Pasha1 · Accepted solution]

Hi Yasmin,

yes we can customized the greeting topic to transfer live agent based on certain condition.

1.Remove the queues if already configured in chat setup and give just global queue.

2.go to greeting topic and add below code in script action:

Here i am connecting to transfer live agent as per the different portal like IT and HR as per the condition mentioned in the script it will route to particular portal.

(function execute() {

vaVars.greeting_message = vaSystem.getGreetingMessage();

if(!vaContext.portal){

returnfalse

}

elseif(vaContext.portal=='sp'){

return vaVars.LiveAgent_queue='d50bdb2fdb501010b45e9444ca96192a'; //pass you IT portal chat queue sys_id

}

elseif(vaContext.portal=='esc'){

return vaVars.LiveAgent_queue='fde232209f22120047a2d126c42e70ab';//pass your HR chat queue sys_id

}

})()

Kindly mark as accepted solution if it resolved your issue or If my answer helped you in any way, please then mark it as helpful.

Regards,

Imam.

[Yasmin]

Thanks a lot! Doing it from the greeting topic worked. We were able to send user to the regional queues from the 3 dot menu Connect to Live Chat option.