VA trying connecting to Live Agent without presenting the custom greetings

[Mohammad Ali Sh]

Hi All,

Hope you are doing great!

I'm facing strange issue while configuring Virtual Agent in our environment. Here is the scenario.

Current State:

Topics/Categories selection in VA currently happening via Pre Chat surveys. 

Limitation : Pre Chat surveys will not allow actual chat bot functionalities what we can do with Virtual Agent topics.

Future State:

[] Replacing the functionality from Pre Chat Surveys with Actual VA topics.

Steps which I followed:

[] Deactivated the pre chat surveys.

[] Created similar topics & setup topic (custom greeting).

[] Created a new custom greeting experience & mapped the above setup topics, topics.

[] Portal used is ESC.

Result : This is perfectly fine in PDI but not in our client instance.

Issue:

[] VA is trying to connect to LIVE Agent directly without presenting the custom greetings.

[] I've checked the logs in sys_cs_conversation. Its not printing the log related to custom greeting which I created.

Unfortunately I didn't find any related issue articles. it would be great if our experts help me to resolve the issue.

[Tricia Cornish]

@Mohammad Ali Sh  -
I'm not sure that i'm following, so screenshots or a quick video might help. Are you getting any greeting or any topic presented to the user? 
Did you use a legacy portal widget to call VA? In a previous release, we migrated to Agent chat as the control for VA parameters, but your portal might be using a legacy widget. Check which widget is being presented to the user. 
if your previous configuration is going to directly to the Live Agent topic, and you are using Agent Chat to control the widget, check your Agent Chat configuration (Service Portal > Agent chat). 
In this first example, this is my Service Portal calling Virtual Agent and only calls Live Agent directly if VA is not active. 

Comparatively, if I want the Virtual Agent bot to only call live agents and bypass all VA capability, I'll configure my Agent Chat to be used for Live Agent only: 

I use 1 or the other, I don't have both configurations active in my demo instance - just using it as an example. 

Hope that helps - 
Tricia