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Agent Chat - Response Templates

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...

Resolved! Out of box topics not working?

I have been testing the out of box topics for ITSM and they do not appear to be working correctly. For example, Check IT Ticket Status does not allow me to add a comment. Similarly, Add Comment to Incident does not even save without errors for me to ...

nia78 by Tera Contributor
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Agent Chat

I have configured everything as per the ServiceNow document.  1) Made changes to the service channel2) created queues3) created assignment group - and roles have been given to the group tagged.4) Works perfectly fine with the PDI, but not in the clie...

VARUN37 by Tera Expert
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  • 1 replies
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Queue triggers show internal name of virtual agent topic in virtual agent instead of display name

HeyI followed the solution on this post https://www.servicenow.com/community/developer-forum/transfer-to-live-agent-abruptly-ends-if-max-que... It says to use queue triggers to provide action choice to end user before ending the conversationI have de...

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