When completing a chat interaction from as a Contact with an associated Account, the Opened For reference field is set to the user who opens the chat; however, Contact & Account are empty. This issue occurs for live agents and when chatting only with...
Unable to preview pdf that are being uploaded to HR Cases via HR Agent Workspace. When uploading message "No preview available" appears. See attached. I have checked all settings and verified that plugins are all up to date. What am I missing?
Hi Everyone, We are trying to integrate another platform with service now and fetch the data from another platform to service now and process it by using ai agent and then respond to that platform. So, we are using a2a protocol for this approach and ...
Hello Team, I am working for dynamic translation and language detection for VA chat bot, I have done these changes but somehow when I am trying to validate the language detection functionality then not getting that popup do you want to continue with ...
Hi,I have 2 chat services with 2 separate queues. Both chats check client inactivity time, after X minutes the conversation is closed automatically (this is native on the Scheduled Script Execution: Idle Chat Timer Task), however for both chats the i...
Hi All,In Advanced Work Assignment (AWA), when an agent changes their status to Offline or when their shift ends, is it possible that the assigned ticket to be automatically transferred to another available agent who is available.
TL;DR: How do I stop having agents get assigned work items that do not belong to their skill, if the work item itself matches the queue condition? Hi all, I have a question with Advanced Work Assignment that I believe should be a quick fix. My issue...
Hello, I recently setup an integration with ServiceNow Sidebar and MS Teams. We use this integration to communicate from our Service Operations Workspace to the customer via Sidebar ---->Teams Messaging The issue we are currently seeing is, I will st...
Hi ,I have configured with custom bot in lower environment and pefrom the below steps : Plugins for Conversational Integration with Microsoft TeamsCreate a Bot in Microsoft TeamsIntegrate your Self-configured bot with single Microsoft Teams tenantAu...
Hello!We are looking to expand the use of AWA for our IT Service Desk. They are currently using it for assigning Chats (Interactions) that come in from Amazon Connect Chat. We are looking to expand it to include Incidents, Catalog Tasks, and non-chat...
Hello Team, is there any way to make sidebar feature and icon available only for few users based on roles or groups.
Why HR workspace chat window (when chatting with a user initiative from virtual agent -> live agent) has "dynamic translation" setting, but service operation workspace can't find it? See attachment, 1st is HR workspace, 2nd is service operation works...
Hi All,We've enabled Now assist on VA. We are facing one issue where NAVA is repeatedly giving "All done! Is there anything else I can help you with?" even if user replies no. If user replies no then it should end the conversation. How can achieve t...
Hello i want to change the functionality of open record button in sidebar popup.currently if agent click on open record button it redirect to native view of record.instated of that i want to redirect to record on workspace view.For this i am checking...
We’ve developed an integration using the OAuth flow, where the access token is used to create and update Interaction records in ServiceNow. However, when we update the Notes field on an interaction, the record reflects that it was created or modified...