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Based on requirements, Virtual Agent is enabled too either:
1. Escalate the chat directly to the live chat team without checking if a human agent is available
2. Check the availability of the team and prompt the user to talk to a live agent only if at least one agent is available from the queue.
Based on the configuration, when a chat comes in the Incoming Chat panel, an agent will get a pop-up on the top right and a pop-up sound that notify them of an incoming chat.
1. Go to Live Chat ->My Chats screen
2. Simply click on the Gray toggle button next to Make yourself available
3. Click Yes to Confirmation window
4. It will turn to a Green toggle button