Live Chat - Agent timeout settings

Hi All, could you please guide in configuring the below requirements for Live Chat :1. Can you please assist me with the requirement where if all the agents are full to the max capacity, the system allows the user to wait for 15 min?we have already s...

Sometimes Autopilot Getting Assigned Automatically in Agent Chat Even though it's not configured

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...

In the end of a response from VA, I want a link/button of 'Get help from an agent'

 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?

Agent Chat Availability - Agents still available after closing the browser

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...

AWA work items & interactions - how do correctly transfer or re-assign to others in the same queue?

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...

Best Practices for Managing Roles and Groups in ServiceNow WSD with Limited Licenses

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...

Building a chat interface in ServiceNow using ServiceNow AI (RAG & Vector Search)

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...

Any API is available to get ACL/Role assigned to AI Agents

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...

Virtual Agent OOTB Topics

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

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...

Quick action KB article link in agent workspace is pointing to sp instead of esc

VA shows , No agent available although agent is available from workspace

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...

Building a chat interface in ServiceNow using ServiceNow AI (RAG & Vector Search)

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...