change the color of sidebar
How can we change the color of the sidebar in agent workspace
Forum Posts
Transcript not appearing in a case when raised on the back of Live Chat
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...
Resolved! How to show additional fields for request/incident in the agent chat window
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...
Encountering an issue with displaying images in Now Virtual Agent on Slack.
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 ...
Access Reviews for provisioned access through ServiceNow
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...
Resolved! workspace notification sound
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...
Live Agent Support
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
AWA - Resize Work Items after assignment
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...
Auto-Assignment of Chats in Connect Chat
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...
Service Operations Workspace - Configuring Experts on-call
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 ...
Resolved! Quick action to execute a Flow Designer Action? Possible?
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
Agent Chat-No agents available
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...
How to run custom topic when Virtual Agent Only is enabled
Hi all, I am using Virtual Agent (specifically in MS Teams, but I don't think that matters for this question), and am wanting to disable the "virtual agent" functionality and instead use just live agent. I've found that I can do this by using the "Li...
Agent Chat Reporting - Available Agents
When there are no Agents signed in an online if i initiate a chat the Max wait time message is instantly displayed in the chat window. Is it possible to report on this. I would like to be able to see how many chats have been initiated and there are n...
Chat transfer priority.
Hi, Currently we are using AWA and Agent Chat on Tokyo. We were wondering if there is a way to set up some kind of priority for when one queue transfers a chat to another queue. Example: if all agents are busy the next available agent would get the...
