Hello,
I need a help on the live agent reconnection after max wait time .
We have created a custom topic for live chat and When user receives the message after max wait time hits, its not connecting with agent again if they type retry connecting or live agent something. it just allows the user to type something.
I needed a suggestion, how can we check if agent does not accept the request and max wait time is already reached then user should be provided with 2 options like create HR case or end conversation.
In order to achive that , I have created a custom topic where I am checking if agent connects with user using vaSystem.didConnectToLiveAgent(); , This topic is not at getting triggered if no agents accepts the request.
The script is,
(function execute() {
gs.info("--- MAX WAIT TIME TOPIC TRIGGERED ---");
// Check connection status safely
var connected = vaSystem.didConnectToLiveAgent();
gs.info("Agent Connection Result = " + connected);
vaVars.agentConnection = connected;
})();
but I am not even getting the logs here,
and in the YES and NO branch,
but I am not even getting the logs here,
and in the YES and NO branch,
(function execute() {
gs.info("NO Branch Check = " + vaVars.agentconnection);
return vaVars.agentconnection == false;
})();
Can someone please help me out with this?
Thank you!
