Live agent transfer fails to connect to an agent in Virtual Agent<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Issue When you open the Virtual Agent bot, select New, and select Incident, the conversation begins a transfer to a live agent but does not connect to an available agent. Cause The live agent chat is misconfigured in three ways: The default context uses a custom topic that is not valid.The queue uses an incorrect context condition.The queue's schedule does not match any available agents. Resolution Go to the Live Agent Setup [sys_cs_live_agent_setup] table (sys_cs_live_agent_setup.list) and open the record.Set the ITSM Fulfiller UI and Global Fulfiller UI fields to Agent Workspace.Save the record.Go to Conversational Interfaces > Settings > Virtual Agent > Custom Greetings and Setup.For the chat experience you use, set the Live Agent Context field to the default Live Agent Support topic.Save the record.Open the queue record.Remove the context condition and the schedule from the queue.Save the record.