Use 3rd party chatbot and forward to live agent
My customer has their own developed chatbot. They want to transfer the live agent if the chatbot cannot handle the question from user. How can we integrate the chatbot to Servicenow?
Forum Posts
Virtual Agent - Live Agent Availability
We are about to start Live agent for our Service Desk. The topic block is set so that where no agents are available the topic closes and the user gets the message that can be seen in "no agents available - transfer to live agent topic" attached image...
Chat desktop notification is not popup - the notification is in the history of the desktop notificat
Agents setup chat settings as below but Inbox desktop notification is not popup, but the notification is in the desktop notification history. This issues are both Chrome and Edge. But during the chat, agents get conversation desktop notification pop...
Live Agent SLA
Has anyone figured out a way of measuring the time taken from the point a user requests to talk to a Live Agent to the moment a Live Agent connects? I can't seem to find any data like this on the out of the box Dashboards. The only data I can find is...
AWA - Stop Assignment Outside of Skill
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...
Want to know, till what version Advanced work assignment and Agent workspace is available
Hi All, We are planning to implement auto assignment of tickets using AWA. Currently we are in Yokohoma Patch 1. Would like to know is it possible to use AWA for tickets assignments? If so, till which version AWA and Agent workspace feature will be...
how to show and hide virtual agent chat icon for some specific page in employee center portal
I have a requirement to trigger virtual agent chat from specific page in esc portal
Incident form Lookup rule and right click options are not working
Right-click options are not functioning, and lookup rule backend tables not opening when we open the incident form in the native UI for the custom domain (TOP). This issue working fine for Global domain. When we Debug the console showing some errors....
How do you track when you transfer a Live Chat to another Queue?
Is it possible to report on how many Live Chats we have transferred to a different queue, within a service channel? We have a live chat service via the VA. If a live chat comes into the wrong queue, then an agent reassigns the chat to a different que...
Different landing pages based on the roles/ groups assigned to them (Admin, Manager, L2/L3 & L1)
Hi Team, Need to create multiple landing pages in the CSM/FSM Workspace. The landing page will invoke to the logged user based on the roles/ groups assigned to them (Admin, Manager, L2/L3 & L1). By having multiple landing pages, we can bifurcate the ...
Resolved! AWA using same assignment group and different service channels
Hi All, We have a use case of auto assignment of records to certain group of people. Assignment group is auto-populated through assignment rule. Now we are looking to auto populate the "assigned to" field using AWA.I have created two service channels...
Live Chat notification sound
Our Help Desk just switched over to SNOW about a month ago. I sometimes have to do the Live Chats and do not always get a sound notification for new chats. I checked my settings and they are all enabled. (See Screen shot below)I hear a very short so...
Multiple AWA Service Channels for One Assignment Group
Hi all, I have a requirement to create a new AWA Service Channel specifically for hardware related Incidents. We have the existing "Incident" Service Channel from the Advanced Work Assignment for Incidents Application active and pointed to our tier 1...
A link to go.skype.com is created when installing the ServiceNow MS Teams app
We are starting to use the ServiceNow app in MS Teams.However, when the app is added to MS Teams it automatically adds a link to "go skype com" to the app in MS Teams.The link seems to be shared by the Now Virtual Agent.We would like that this link i...
AWA - Clear Inbox Work Items?
Hello,I'm wondering if it's possible to clear out an agents inbox with AWA. We have many agents who prefer working on HR cases out of the regular list views, so they never click "open" any work items via their inbox, even after that HR case has close...
