Hi all, Our Service Desk have suddenly started seeing the sanitization of email addresses that customers send via agent chat. The message that accompanies the sanitization is "This message was sensitive and has been sanitized.". We haven't enabled t...
Whenever an email is sent from servicenow to the requestor ex: Case creation email, they can react on it using the emoji button. And that reaction gets logged into "Emails" table as a log belonging to the record that servicenow created in the first p...
How to Remove white in SeriveNow Virtal Agent white X. and new ICON or image
Need to know how the integration will be done between Sidebar and Slack.
I have created a service channel for custom case table and configured the queue for assignment group. when a new case is created in target table is going through the channel and assignment rule. But getting auto rejected by the user, though the user ...
Hi Community, I’m trying to build a Virtual Agent topic using VA Designer (Xanadu version) that helps users retrieve incident records created or updated in a specific timeframe.Here’s what I want the bot to do:Ask the user how far back they want to l...
When using AI for writing, we often encounter issues where the generated content feels too stiff. So, how can we optimize the workflow for using AI to generate content?
Hi Team,The Connect sidebar displays a notification showing 1 unread message, but the conversation does not open or load.No related records are found in the sys_cs_collab_member table for the user.Issue persists after clearing cache, impersonating th...
We are looking at implementing Advanced Work Assignment for our HR department. My question is do you have to utilize the Agent Inbox or can you just use the HR Agent Workspace like normal (ex: accessing cases assigned to you via a List)? Thanks very...
Hello, we are in the process of launching our agent chat implementation. We're not initially using virtual agent, I have a greeting configured to just pass straight to an available agent. We had a question about the idle timers though. It looks to me...
Hi All,When a user clicks the link to KB article in the search result, a new tab in browser should pop up showing the KB. Say “(KB) XYZ” is clicked (see screenshots below) in the search resultThere is no need to show the following in the chat so that...
I am experiencing an issue in Agent Workspace where the Comments fields are not functioning as expected. I've already reviewed the ACLs, and they appear to be correctly configured, but the issue still persists.
Hello all,I have the following request to fulfill for the Agent chat: Agents should be able to pause chat session timeouts The purpose of this functionality is that when Agent needs to for example take a remote connection session with the Caller, nei...
Summary:I'd like to confirm whether it's possible to implement a chat-style communication feature between users on a custom table in the Next Experience environment. Objective:To enable users to exchange messages directly on a custom table (not exten...
Hi,In the AWA queue, is it possible to put a variable in the initial agent response?I would like to put the Agent's name and the Customer's name, like this:"Hi {CustomerName}! My name is {AgentName}, how can I help you?"If not, is there any other way...
