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...
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...
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...
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...
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...
How can we change the color of the sidebar in agent workspace
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...
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...
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...
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...
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 ...
