Topic stuck after inserting OOTB topic block into topic Virtual Agent

[sai Harshitha M]

I have Inserted Transfer to live agent OOTB topic block into Customized Topic (Email Issues) then it is working upto Transfer to Live agent topic block after that it not Executing Email Issues Topic.

I have inserted Transfer to live agent OOTB topic block before creating an incident in Email issues. After executing Transfer to live agent OOTB topic block it is not creating incident and ending the chat in Virtual Agent.

I need output like to create incident when  agents are not available.

[Muralidharan BS]

Hi @sai Harshitha M ,

You can try something like this,

1. Topic first checks agent availability, agent availability oob topic will return true/false accordingly

2. if available, transfer to live agent

3. else create an incident

all these are OOB topic blocks, on the node - no agents, I have passed "test inc" as text to create an incident but you can prompt user for more details like, short_desc and desc to create an incident.

[sai Harshitha M]

Hi Muralidharan Bs,

1. Can you help me what you have taken in no agent and Available nodes
Script Or condition
Can you provide that condition or script

2. can you tell me how that agent availability works