Hello Community Team,We would like to request your guidance regarding an email configuration scenario in our ServiceNow instance.Current ScenarioOur instance currently uses a single SMTP email account as the default outbound email account for all ema...
Hi all,I need some help understanding an issue in agent chat. we have not configured autopilot, but sometimes it is still automatically assigning to autopilot to end chat sessions . i will add screenshot below for reference As any faced same issue or...
Hi Community,I'm trying to add Now Assist (Virtual Agent Chat) to the Global Header Menu in the Employee Service Center (ESC) portal.When configuring the menu item, I can see that the available menu item types are things like:URLPageCatalogKnowledge ...
Hey community! Running into a strange one and hoping someone has seen this before. We have a "Create a New Case" VA topic with LinkOutput nodes for case confirmation. The header field contains rich text with case details (number, short description, d...
When I am attempting to open KB's from the ServiceNow Support portal such as: Core UI Reportinghttps://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2876435I am getting redirected to completely unrelated product docs:Create a risk re...
i am having a requirement to integrate servicenow with CISCO WEBEX CONTACT CENTER CTI but unable to proceed post installation and if anyone is familiar with complete setup and usage for agent to receive calls and also to create case post call is co...
Two different topics around the same topic of routing have come up in our organization and looking for perspective from others who have been here or may have solutions for them. Best Practices for establishing L1-L4 Support Group routingFrom a typica...
We just implemented Live Agent Chat in our lower environments. During testing, our Agents asked how they can view the HR Case(s) created during chat sessions with the customer? So, while in the HR Agent Workspace, with the IMS tab in view, we can't...
Hi Everyone,I’m facing an issue with Live Agent Connect and wanted to check if anyone else has experienced something similar or has suggestions. Issue DescriptionWhen I open the Live Agent Connect interface, it initially shows that an agent is availa...
Summary:I'd like to confirm whether it's possible to implement a chat-style communication feature between users on a custom table in the Next Experience environment. Objective:To enable users to exchange messages directly on a custom table (not exten...
Max Wait Time MessageLooks like the wait time is more than 30 minutes, click here if you would like to log a request instead. (Add the HR General inquiry link) I want to add link in the Max Wait Time Message in the chat queue.
Hi,We want to have in Now Mobile App a Chat functionality where users can communicate each other based on certain conditions (by country, by region, ...).I think is possible using Connect Chat or Sidebar chat.For Connect Chat, this error appears when...
Hello Team,I am currently working on enabling dynamic translation for the Virtual Agent. Our production instance is already integrated with Microsoft Teams, and end users are accessing the Virtual Agent through the MS Teams app.I now want to test the...
When completing a chat interaction from as a Contact with an associated Account, the Opened For reference field is set to the user who opens the chat; however, Contact & Account are empty. This issue occurs for live agents and when chatting only with...
Unable to preview pdf that are being uploaded to HR Cases via HR Agent Workspace. When uploading message "No preview available" appears. See attached. I have checked all settings and verified that plugins are all up to date. What am I missing?
