ServiceNow - Virtual Agent questions and answers
Key questions answered
|1) Is it possible to prevent the timeout timer so that users remain in the queue of an available agent?|
When an End User initiates chat a work item is created as a chat and routed to an available agent to accept/reject it.
|2) If an agent was not able to respond to a chat, is it possible to send the end user an automated response?||It is not possible to send an automated response to the end user if the agent doesn't respond.|
|3) If none of the available agents responded to an end user, how can I re-add the user's chat in an agent's queue once again?|
However, if you want to reassign the chat to an agent who has rejected it you can do that by configuring 'Reassign rejected'