Resolved! Extend wait time of chats for a particular agent
How to increase wait of chats for a particular agent in service now?
Forum Posts
Changing lowercase letters to uppercase letters
Hey guys.When I opened an incident using the chatbot, in the "channel" field it comes as "Chatbot", but very rarely, it comes as "ChatBot": When it comes to "ChatBot" (with the capital letter B), the field in the incident list is blue, as if it didn'...
How to modify the present state for AWA without navigating to Service Operation Workspace
Hi,As our team is exploring using the advanced work assignment to auto assign incidents to different people in the groups, we realized the assignees have to open the service operation workspace and update their present state in order to accept the in...
Disable "Attach Article" modal (CSM Workspace)
Within Agent Assist in a workspace, when attaching a KB, is it possible to not have the "Attach Article" popup from displaying and just have the KB link added to the Additional Comments?
To Convert the input from user to Upper Case
The requirement is:In Virtual Agent, when a user enters the incident number in lower case to Upper case and show the incident record in the chat.
Resolved! Error: Invalid Integer
Hi everyone, I have added a choice "Completed with help" to the "State" field on my Story Table. Upon saving the form by choosing this option and filling out the form an error pops up "Invalid Integer". Can anyone please help me in finding out the so...
Resolved! Moving Agent Chat from Agent Workspace to Service Operations Workspace
Looking to migrate over to Service Operations Workspace, where exactly do I configure Agent Chat so it will show up in the SOW like it currently does in Agent Workspace?
Resolved! Virtual Agent to Agent Chat Interaction Record Short Description
Hello, I am working on Implementing ServiceNow's Agent Chat via Service Operations Workspace. What we are trying to do is when the users are in the Virtual Agent, and then are navigating the menus, and then they are transferred to a Live Agent, we w...
Agent Chat / AWA
Agent Chat - Virtual agent screen frozen even after Agent accepts the work item/chat from the user. The user cannot reply via chat bot but agent can still chat via Agent Workspace window. Any suggestions? Or has anyone experienced this behaviour befo...
Agent Workspace Chat - Quick Action to Switch converstation Topic
Hello Community, I am looking for an option to switch the conversation Topic with the aid of the Quick Action from Agent Workspace.Suppose that Live Agent Chat conversation is pending and at some point Agent wants to switch the End User to another To...
Interaction Chats.. How should this routing scenario work.
Scenario.. Customer initiated a chat, agent picked up and was assigned to the interaction. Customer left (no user response). Before the actual timeout of the 1st chat, (and 2 mins after the start of the 1st chat) the customer started a 2nd chat. 2 o...
Agent chat should not display no agent message when the agents is on a call
Hi All, The chat interaction when initiated will redirect to all the agents whose status is available. However, when all the agents statuses are either away or on a call, then it will display that no agents are available to the users. We need to twea...
How are work items created for interactions?
We recently upgraded our dev and sys instances from Tokyo to Utah and while running through tests we found that Work Items are no longer being created for Interactions through Agent Chat. I've looked all over the doc sites and communities, but cannot...
change the color of sidebar
How can we change the color of the sidebar in agent workspace
In Virtual Agent when user enter any words related knowledge articles should be shown
In Virtual Agent when user enter any words related knowledge articles should be shown and after that it should suggest related catalog item, how can we achieve that Please help
