Hi all,I need some help understanding an issue in agent chat. we have not configured autopilot, but sometimes it is still automatically assigning to autopilot to end chat sessions . i will add screenshot below for reference As any faced same issue or...
Hi All, we are working on a requirement where we need multiple service channel on Interaction table (for different Live Chat configured) due to below cases:1. Team A is using OOB 'Chat' service channel with Max capacity as 4 for Live Chat12. Team B i...
Hi,I’m trying to change the color of the End Conversation buttons in the Agent Chat window. I inspected the elements in the browser and found the following CSS definition: This same color is also used for the Send icon.However, I can’t find where --b...
After the VA respond through Bot Response text(shown in the image - "In how to report sickness topic" , I need two more options, i.e.Get help from an agentEnd this conversationSo, how can i achieve this?
Hey all! I'm working to implement Agent Chat for my client and I've noticed while testing that the Service Desk user I'm using will stay as "Available" in their Presence Status even hours / days after I closed that browser with that session. I confir...
We're facing an issue that hasn't been a problem prior to upgrading to Yokohama. We have a small IT Support queue where there is often one dedicated Live Agent available. Sometimes, the queue gets busy and others in the queue will stay offline but ma...
Hello everyone, I'm currently working on optimizing our use of ServiceNow Workplace Service Delivery (WSD) with a limited number of licenses (150). I want to ensure that we efficiently manage roles and assign them to groups to make the most of our av...
Hello Community,I am exploring a requirement to create a chat-style interface in ServiceNow.The scenario is:For a given record, a user will upload a document into ServiceNow.The AI should respond only from the contents of that document when a user as...
In the recent zurich release ServiceNow introduced new feature with which we can directly assign roles to Agents (Define who can access the AI Agent) through ServiceNow UITo get those assigned roles/ACL do we have any API available ??And is it possib...
Hello, Where can I obtain a list of OOTB use cases for VA by product (i.e. HRSD, ITSM, etc). I was able to find few for HRSD, and ITSM, but nothing that is comprehensive by product. thank you.Parth
Auto Ticket Assignment Configuration and Queue Updates1. Queue Re-Configuration: COMPLETEDRe-create the SN TechOps queue in ServiceNow. Move the following team members from the SN Corporate EUC queue to the newly created SN TechOps queue: Daniel Gree...
Hi there,I have made an agent available from HRSD Workspace. And using another person when I tried to chat with this agent via portal, I am getting below mentioned error : "There are no agents available at the moment. Please try again later.Thank you...
Hello Community,I am exploring a requirement to create a chat-style interface in ServiceNow.The scenario is:For a given record, a user will upload a document into ServiceNow.The AI should respond only from the contents of that document when a user as...
Hi All/ @Ankur Bawiskar We have trained the OOB "Similar Open Incidents" and "Similar Resolved Incidents" PI solutions and are displayong in the SOW,so that it will be helpful for Agents.But I need to give an agents the option to directly copy the r...
