VA to Live Agent Transfer not Working From Setup Topic

[Raj64]

Hello everyone,

I've modified the Anything Else setup topic to include another prompt to the user - it also asks them if they want a Live Agent. If they choose a live agent, it asks them to select a queue. It then sets a variable that contains an identifier for the queue (eg. q1, q2, ..., qN). In the queue configuration, it checks for this variable to assign the chat to this queue.

When there are no agents available, it gives them the message "An agent will be with you shortly.” and stays there indefinitely. It should say, no agents available.

The same code if placed in a standalone topic works fine.

Anyone have any suggestions on what I should look at to find out the issue?

Thanks.

[Ratnakar7]

Hi @Raj64 ,

Make sure the live agent from Anything else topic setting correct queue identifier to variable, you can print this with gs.log().. to confirm. 

Also, you can use the  OOB topic block called "Agent Availability topic block",prior to calling live agent option. (https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/virtual-agent/reference/v...)

Below is the example, that you can refer and implement the same.

Thanks.!

Ratnakar