Enable live agent connection on the primary instance to route an interaction to a live agent on the secondary instance.

Before you begin

Be sure to enable com.glide.cs.external.agent.chat.enabled system property. It’s not enabled by default.

Role required: admin or virtual_agent_admin

Procedure

  1. Navigate to All > Conversational Interfaces > Live Agent Connections.
  2. Select New to create a connection.
  3. On the form, fill in the fields.
    Table 1. Live Agent Connection form fields
    FieldDescription
    Name Name of the connection
    Active Check box to enable the connection
    Order If there are multiple matching live agent connections, the value entered in this field determines the order in which the matching connections are displayed to the user.
    Advanced Selecting this check box opens the Script field. You can specify conditions using JavaScript in the script editor.
    Condition Table Table used for selecting the matching condition. Interaction table is selected by default.
    Matching Condition Conditions to route the interaction to this live agent connection. Use the condition builder to add conditions. The fields used in the condition are from the Interaction table.
    Script JavaScript script that specifies the conditions for the interaction to be routed to this live agent connection. The condition in the script editor must evaluate to true. This field is enabled only when you select the Advanced check box.
    Subflow Subflow transforms the request into the secondary instance request format and routes the request to the secondary instance. Select VA API Bot Interconnect Integration Handler.
    Live agent connection configuration with condition builderLive agent connection configuration with JavaScript
  4. Click Submit.