Escalate an issue to the Live Agent in PDI
How to escalate an incident to the Live Agent if the incident is not resolved within the SLA time in the PDI
Forum Posts
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...
Agent Chat Timeout Alternate Queue
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...
Need Suggestion on Agent Workspace chat.
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...
Resolved! How to inject a chat message with the case number into a live agent chat?
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...
Disable search on Virtual Agent
How to disable search on the virtual agent. I could not find 'Allow free text input' OR 'Enable Free Form' option on the Virtual Agent Designer. I did not find any settings on the topic to disable it. Request any inputs.
Language detection - VA and Live agent chat
Hi,What are the prerequisites to set up Language detection in VA?I have Virtual Agent Language Detection and Translation plugin enabled and active. I have Dynamic Translation enabled but not Dynamic Translation for Virtual Agent Do I need to make any...
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 ...
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...
Resolved! What is the Label History related list in the Application Modules?
Dear guys,I would like to know the purpose of the Label History-related list in the Modules.Could you please let me know your idea?Please refer to the screenshot below.Thanks and Regards,
Sidebar notifications are not translated
Hi all, We are using Next Experience in Japanese. But, we've noticed that sidebar notifications are not translated to the local language.Has anyone else faced the same issue? If there is a way to translate these notifications, any advice would be app...
Agent Chat Display the live chat estimated wait time
My requirement is to display the live chat wstimated wait time and if wait time is greater than 30 minutes display the following notice “Looks like your wait time is more than 30 minutes, click here if you’d like to log a request instead” Add the HR...
Create incident ui action in service operation workspace directly creates the incident
Hey everyone, I am working on service operations workspace. I noticed that create incident button on interaction form directly creates a new incident, without asking for any detail. Now because of this assignment rules are not triggering because shor...
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...
Chat Queue want to add link in the Max Wait Time Message
Max Wait Time MessageLooks like the wait time is more than 30 minutes, click here if you would like to log a request instead. (Add the HR General inquiry link) I want to add link in the Max Wait Time Message in the chat queue.
