We have an example where a colleague has had a Virtual Agent interaction and then gone through to a Live Chat with a support agent.The that Agent has raised a case for that colleague from within the live chat, the transcript of the VA and live chat i...
User post any tickets or request number in the chat from portal like shown in the below picture.In the backend, Agent is getting the details of the request in his/her workspace chat window. We have another custom field on the incident table e.g. cha...
Good Morning! My name is Alexis and I am a project manager within the government sector. My company is implementing ServiceNow within our Project Management Office (PMO) for our project/portfolio management. I have been tasked with making sure implem...
Hey guy!Thank you for your interest in my question. I'm facing a bit of trouble and hoping to find a solution. I have an image stored in "db_image." When designing the Virtual Agent Designer (VA Designer) Bot response, the response is in HTML format ...
Does ServiceNow support user managers reviewing provisioned access for all applications/systems? Usually Access requests are approved by requesters' managers and access approvers through ServiceNow. Access certification could be an option for compreh...
My company has A,B,C portals . The default virtual agent is implemented for portal A. We implemented for portal B,C.The greeting message is executing independently for all portals but after the greeting message by default the Anything else topic of p...
hello, earlier when the agents used to work on a different application or browser tab, when a new chat came, there used to be a audio notification.however, we no longer get the sound notification.but the following chats give a sound notification if t...
What I thought would be relatively simple has proven a bit more of a challenge. I need to update the "Contact Live Agent" message but can't find where it is configured.
In Live agent support even when agents are available then also in service portal contact support it is showing message "no chat agents currently available".Attaching Screenshot
We're currently using Advanced Work Assignment to automatically assign cases to our HR agents. Right now, we're just using a default work item size of 1 point which works for most cases. Our agents have requested the ability to modify the the Work It...
Hi All Just wondering if anybody has worked on auto-assignment of chats in Connect Chat.I know connect chat is deprecated and no longer support in UTAH but was wanting to know if anybody has had a solution around auto-assignment of Chats to Agents wi...
Hi All,We have a requirement in which we need the count of all the records returned by the contextual search in Workspace.We have configured the Contextual Search in CSM configurable workspace. Can anyone suggest a way to achieve this with UI Builder...
Hello all, We are currently in the process of upgrading to Tokyo and are setting up the Service Operations Workspace for our Service Desk agents. We are trying to configure the 'Experts on-call' button on the side menu of an Incident.When selecting ...
Can anyone provide a simple script in Agent Chat - Quick Actions to execute a Flow Designer action and to pass a simple response back to the chat screen? Is there an example of how to do this that I may have missed, is this even possible? Thanks
When all agents are busy and a new chat comes in the user is getting the message (no available agents).We do not want VA Chat to display this message, we want the system to keep rotating through the agents until one is available and display a message...
