Live agent routing for AWA queue with Virtual AgentSummaryThe Live Agent variables like application, queue, short_description can be used within the Virtual agent Topic as per the following document "Virtual Agent scripts". Where the Queue variable is supposed to be used only for "connect support" queue (chat_queue), it is not supported with AWA queue (awa_queue). Using awa_queue on the LiveAgent_queue variable might work at time, but it might fails other times. This article briefs on how to decide the queue dynamically for AWA queue without using the unsupported queue variable.ReleaseAny release which supports AWAInstructionsGo to "Chat setup" page and navigate to "Context" related list as shown in the below screenshot (Note: type "sys_cs_live_agent_setup.list" in the filter to navigate to this record) Then click on "New" button of "context" related list, and set the Name as "route" and submit it and publish itNow go to the topic in the designer and set the newly created Context variable "route" as shown below (before calling connectToAgent() API), Now go to the awa_queue record which needs to have the routing based on this new context variable You can also use "Simple" condition mode as shown below, You can get the context variables on simple conditions via dot-walking as per the below steps, Set condition mode as "Simple"Select "Context" in the conditionThen select "Show related fields"Then select "Context=> Interaction related fields"Finally lookup for the variable you have created Alternatively, Go to condition mode and set "Advanced" and set the below script, (function executeCondition(/* glide record */ current) { var contextTable = current.getValue('context_table'); var interactionBlobRecord = new GlideRecord(contextTable); interactionBlobRecord.addQuery('sys_id',current.getValue('context_document')); interactionBlobRecord.query(); if(interactionBlobRecord.next()){ var jsonBlob = JSON.parse(interactionBlobRecord.getValue('value')); if(jsonBlob.liveagent_route == 'test') return true; } return false;})(current); Here the liveagent_route is the newly created context variable and it checks for the string "test" and if yes then routes it to the queue, else doesn't route it to the current queue. Below is another approach, for a scenario where you have to define a choice list with the list of queues in it and then decide on the queue based on the users selection from the choice, You will need to create a topic with the Queues that the chats need to be routed to, 2. Add the blow code that way when selecting the Queue from the VA bot will route the end user to that queue. Here choose_queue is the name of the choice input field. 3. When selecting the topic that was created in Step 1 it will show all the queues that were defined 4. Go to "Conversational Interface => Settings => General => Context Variables " and then click on "New" button of "context" list, and set the Name as "route" and submit it. 5. Create 2 queues as shown below and set queue condition based on the created context variable, so that based on the user choice selection of the queue, the chat will be routed to that specific queue.