Live Agent transfer option from Contact Support menu

Yasmin · ‎05-26-2020

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 · ‎06-04-2020

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.

View solution in original post

RaghavSh · ‎05-26-2020

Hi,

Collaboration>> General setting we have option to setup Live agent topic:

Pls. mark this correct/helpful, if applicable.

Thanks

Raghav
MVP 2023

Yasmin · ‎05-26-2020

Hi, not sure my question was answered. I already configured a Live Agent transfer topic and selected it under General Settings as the topic to be called out whenever transferring to a live agent.

What about when connecting to a live agent from the 3 dot menu at the top of the VA UI? This seems to be calling a different topic. It's not calling the topic I configured in General Settings. Where do we configure this?

RaghavSh · ‎05-26-2020

Thanks for the explanation.

From the VA UI it automatically calls the chat queue defined under collaboration>>chat setup.

It does not call the Live Agent topic in any case.

Thanks.

Raghav
MVP 2023

Yasmin · ‎06-04-2020

Do you know if there is any way that a script can be added/modified to make sure that when user clicks to transfer to live agent from the 3 dot menu at the top of the UI (Support Options menu) it only transfers when certain conditions are met? Similar to what was configured in the set up topic for live agent transfer.

Thank you