Routing chat based on user's country location.

[vps]

My client wants to route chat to different chat queues based on the country location of the user.

Any Idea. how to do it?

Thanks!

[Muralidharan BS · Accepted solution]

Hi There,

Within the topic you can configure the queues for the live agent transfer. You can validate the location of user and connect to live agent. 

example script [working - tested]

var location = vaInputs.user.location.getDisplayValue();

if(location == 'India'){
    vaVars.LiveAgent_queue = 'f4d701b1b3900300f7d1a13816a8dc8e';
    gs.info('India location')
    vaSystem.connectToAgent();
}

Thanks

[vps]

I am getting below error

org.mozilla.javascript.EcmaError: "vaVars" is not defined.
Caused by error in sys_script.e572da64db3f581051c7e25cd3961973.script at line 12

9: if (gr.next()) {
10: 
11: if (gr.u_work_country.getDisplayValue() == 'Australia') {
==> 12: vaVars.LiveAgent_queue = '86c9d160dbfb981090c9f264f3961985';
13: vaSystem.connectToAgent();
14: }
15: }

[Mark Roethof]

Try vaSystem.LiveAgent_queue.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Muralidharan BS]

HI There,

As Mark commented can you try vaSystem instead of vaVars.

vaSystem.LiveAgent_queue = 'sys id of 'chat_queue'';

I tired with vaVars it just works for me and I dont have any variables added,

can you check in collaboration > chats setup, click Context and verify you have - queue (liveagent_queue) present. 

And, check if there is a record present here - 

https://instance.service-now.com/sys_cs_topic_list.do?sysparm_query=name%3D_live_agent_support_&sysparm_view=

Thanks

[Manoj Prabaaka1]

Hi Muralidharan,

Can you please confirm where we have to configure this script ? Is it in Topic table Business rule or any other table?

Regards,

Manoj S