In Virtual Agent, can "support options" be changed to route to different queues?DescriptionIt was asked if in Virtual Agent, can "support options" be changed to route to different queues. The only way to configure the support options is from the sp_agent_chat_config record. A custom script can be created to route to queues as needed. This community article shares how this can be done. Please test this thoroughly in subprod: https://www.servicenow.com/community/virtual-agent-nlu-forum/route-chat-queue-from-va-support-options/m-p/230530 CauseThe above will help route to the live agent from the first load. But in some implementations, the use case is for end users to make inputs into the Virtual agent and for live agent routing to be based on user input. In this case where user input is needed then the support options will not be able to be used to route and the only solution we have is to create a global queue that will handle when the end user first loads the Virtual agent. ResolutionUnfortunately, there is no OOB way to get the support options to route based on end user input. We recommend reaching out to the idea portal if this is needed OOB.