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...
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
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
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.
