Show message when no agents are available during scheduled queue time in Virtual Agent

[nagaklv]

Hi Experts,

In Virtual Agent, how can we display a message like “All agents are currently offline” when the queue is within scheduled working hours but no agents are available or online?

Is there any out-of-the-box way to handle this scenario?
If not, what would be the recommended approach to check agent availability and show a custom message in chat?

Any guidance or examples would be helpful.

Thanks,

Nagesh

[Dr Atul G- LNG]

Hi @nagaklv We had a similar requirement. You need to wait until the request goes through the queue for all available  agents and no one picks it up. Once the timeout is reached, the system will automatically display a message that you can use.

[Tanushree Maiti]

Hi @nagaklv 

Refer: https://www.servicenow.com/community/virtual-agent-nlu-forum/how-to-handle-agents-online-offline-sta...

https://www.servicenow.com/community/itsm-forum/business-hour-for-virtual-agent/m-p/232855/highlight...