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 ...
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...
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...
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 ...
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...
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...
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...
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 ...
Can someone please help me understand if we can customize and add any more details in the agent chat inbox message popup?Like in the given screenshot, can we add the assignment group also or maybe any other detail?
How to escalate an incident to the Live Agent if the incident is not resolved within the SLA time in the PDI
Hi all, I am in the process of working with my Service Desk to implement Agent Chat in SOW, and was wondering if anyone has taken the time to set up any great “Response Templates” that they would be willing to share with the group so that we don't h...
Hi We have Agent chat setup and have timeout settings for when work items will time out. We have this set to 3 mins. The issue we want to solve is:When an agent is in the available state but is unable to answer the live chat offer in time the user r...
Hi Community, I have one case, In which when TL is trying to transfer live chat to his team member, but unable to transfer.The "Transfer" option is read only. Team member is available and he does not have any pending chats with him. Only TL is unable...
Our HR agents have been using Connect Support for years to facilitate chat support for our employees. In Connect Support, when a chat was promoted to a case, the case number was automatically sent to the employee in the chat. We're now migrating to H...
