Hey Community, While interacting with end users via agent chat the agents name is not appearing it just says agent. How can I enable agents name to appear dynamically while interacting with users. Thanks
How to increase wait of chats for a particular agent in service now?
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'...
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...
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?
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.
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...
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...
