Attaching Knowledge articles to a user during an interaction

Currently, when an agent is interacting with an employee through live chat in AWA with Agent Assist enabled, they can search for knowledge articles. However, when attempting to attach a knowledge article to the interaction, it prompts them to attach ...

How to change the Agent chat welcome messages?

Hi All,Now i stumbled into something strange.For our Chat functionality we configured only the CHAT agent and not the vitual agent setup. And due to opening window changes we need to change the welcome message of that agent chat.As is:When a user is ...

Change chat source to 'Chat' when opened via agent on live agent chat

Hi,Whenever a live agent clicks on 'Create HR Case' button and creates HR case from chat window, after the case is created the source field is set to 'Phone' which needs to set to 'Chat' when created via live agent. Can someone please help where do I...

Which are the latest chat related products that are active now?

There are chat products like sidebar, agent chat, connect chat, x chat, y chat, z chatetc......I know few are deprecated, few are replaced. Thus, wanted to know which are the latest chat related products that are active/in use now?

Configuring time out/availability check for Live Chat handover

We are using both Virtual Agent and Live Chat, and VA hands over to LC for agents to interact with users. There are two things I am trying to solve/change. I have read through several documents and haven't been able to find a clear answer. Where can ...

Show different live chat initial agent response message based on time frame

Live chat, support time is 8 Am to 5 PM EDT, and exclude US public holidays, if user try to contact live agent during non-Support hours, we need to give them a message like "This is a Off hours. Agent works from 8 AM till 5 PM EDT. If anything urgent...

In agent chat inbox, how to show queues available and increment incoming chats as they come in

Unable to change the type for mweb in Messaging Channels (sys_cs_channel)

Hello All,I need to configure asynchronous chat for the web channel and I am following the steps from: Configure asynchronous chat for the web channel (servicenow.com) Unfortunately I don't have an option to choose 'messaging' type for mweb, only cha...

Sidebar Notification Badge count

Hi All, We have just upgraded the service now instance to Vancouver, But we are not getting the sidebar notification badge count (For example 1,2,3 , etc), Discussion and chat is showing in notification but not the count which shows in blue color as ...

Duplicate text in incident record after conversation with live agent in ServiceNow

Hi EveryoneIn ServiceNow Plateforme there is a live chat feature.While user connected with IT service Desk user in live chat .If ask any query like "Hi, how we can help you "this text duplicated in two timesIt has happened only in additional comments...

Dynamic Translation for Chat without having to install language plugin and change portal language!

We're in a pickle since we want to do dynamic translation of chat without necessarily changing the chatting user's portal language. This is not possible at the moment according to Support.mPlease vote for my idea! https://support.servicenow.com/kb?id...

Notification options for virtual agent chat

Are there any options to alter notifications that go to chat agents? We have some that claim they miss the notifications or don't hear it, if they are RDPing into someone's server during it. Are there any options oob to customize how frequent/loud no...

Duration in the live chat window

Hi,I have configured the HR Live chat using advanced work assignment.  I see everything is working fine but in the chat window there is an extra message which shows the duration (check the screenshot). I'm not sure what exactly this duration is. Can ...