Virtual Agent greeting topic not working

[User485076]

Hi, 

I'm in the process of setting up virtual agent but I can't seem to get the greeting response to work. I keep getting the same message of 'There are no agents available at the moment', 'please try again later'. Even when I try to test a topic (any topic) in the designer I get the message. What am I doing wrong here? 

[Anshul Agarwal]

Check it under Conversational Home -> Settings -> Chat experience.

[Anshul Agarwal]

You can check it under Conversation home -> Settings -> Virtual Agent -> "The Chat experience you are using".

[Amit Gujarathi]

Hi @User485076 ,
I trust you are doing fine .

Firstly, let's check if the Virtual Agent is configured correctly to greet users. Please make sure that you have created a greeting response in the Virtual Agent configuration. You can do this by navigating to the Virtual Agent Configuration page and selecting the "Greeting Responses" option.

If you have already configured the greeting response, then let's check the conditions that are set for the Virtual Agent to trigger the greeting response. Please make sure that the "Availability" conditions are configured correctly. This condition checks if there are any available agents to handle the user's request. If there are no available agents, then the Virtual Agent will display the message you mentioned.

You can check the Availability conditions by navigating to the Virtual Agent Configuration page and selecting the "Availability" option. Make sure that the "Available" condition is configured correctly.

If the above two steps are configured correctly and you are still facing the issue, then let's check if there are any errors in the Virtual Agent logs. You can check the Virtual Agent logs by navigating to the "System Logs" option in the left navigation bar and filtering the logs with the Virtual Agent name.

[User485076]

Hi Amit, 

Greeting has been set up. You can see the dynamic greeting in the second screenshot. It's almost like it's not getting this far though - tries to connect to live agent straight away and fails. I want the dynamic greeting to be the first thing a user sees when they start a chat. Very confused. Also, I don't see the 'availability' option, is it somewhere else. We're on Tokyo and using next xp

[Tricia Cornish]

hi @User485076  - To expand on Amit's explanation, when you check the Conversational Greetings, check the other experiences that might hit first, based on order. In my instance, I have the HR topics installed and the HR ESC experience is lower in order, therefore gets picked up before the Default experience. Unfortunately, the conditions for the ESC experience were set like this:  portal = esc OR all device types.  With these settings, this experience would be everywhere (regardless of portal), and default experience is never used.
Change that OR to AND, and this experience works on /esc;  if you are on the service portal, the Default Experience appears. 

You didn't say where you were seeing this message, but if you are on a portal, you'll only be able to use published topics. If none of your topics are published, or you haven't activated all VA plugins, the VA might be trying to initiate the error topic (send to live agent).

Another place to check is your "Agent Chat" configuration. Go to Service Portal > Agent Chat and see what your settings are for your portal. In my example, "Live agent only" is available when the chatbot plugin is not installed or this value could be set to true to only direct to live agent.