Two different topics around the same topic of routing have come up in our organization and looking for perspective from others who have been here or may have solutions for them. Best Practices for establishing L1-L4 Support Group routingFrom a typica...
We just implemented Live Agent Chat in our lower environments. During testing, our Agents asked how they can view the HR Case(s) created during chat sessions with the customer? So, while in the HR Agent Workspace, with the IMS tab in view, we can't...
Hi Everyone,I’m facing an issue with Live Agent Connect and wanted to check if anyone else has experienced something similar or has suggestions. Issue DescriptionWhen I open the Live Agent Connect interface, it initially shows that an agent is availa...
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...
Max Wait Time MessageLooks like the wait time is more than 30 minutes, click here if you would like to log a request instead. (Add the HR General inquiry link) I want to add link in the Max Wait Time Message in the chat queue.
Hi,We want to have in Now Mobile App a Chat functionality where users can communicate each other based on certain conditions (by country, by region, ...).I think is possible using Connect Chat or Sidebar chat.For Connect Chat, this error appears when...
Hello Team,I am currently working on enabling dynamic translation for the Virtual Agent. Our production instance is already integrated with Microsoft Teams, and end users are accessing the Virtual Agent through the MS Teams app.I now want to test the...
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...
