Hi all, My company utilizes Live Agent in two portals (HR and ITSM).There is a configuration that toggles whether Agent Names and Avatars can be seen when in a live chat.Our HR team does not want Agent Names and Avatars to be seen for live chats.Our ...
Hi, Sorry if this is not the right section, I am quite new to Service Now and the Virtual Agent Chat.We have several clients that use the chat function and I want to read the "Parent" value from the Company table and then use the returned result in a...
Hi, I am trying to limit the virtual agent topics that are shown / allowed to the user based on their company. I know it must exist here somewhere but I just cant find the relevant article. Can anyone point me in the right direction please.
Hi Everyone, I am looking to add a few custom tables from different scopes to the global search functionality. Additionally, I am seeking to add the application scopes needed to the global search dropdown. Could you please guide me through the setup ...
Hi Everyone, I'm trying to transfer the Chat to Live agent based on user needs. If the user wants technical support the chat should get transferred to "Technical support" Group agents or if user wants subscription/non-technical support then the chat ...
Hello. I have a requirement for a project that involves adjusting our virtual agent bot so that after two incorrect attempts of user input, a new response should show up asking the user if they want to be routed to a live agent. I have attached a scr...
Hi all,We see that end users find it difficult to use the Enter key in a chat.After all, as soon as you touch it, what you have typed is sent immediately. The enduser cannot (they feel) make a complete story out of it before they send the text. The q...
Even when the Live Agent are available virtual agent is not routing to a proper queue and showing no agents available message. Please help me on this
I am trying to follow the VA Academy set up an IT que and HR que routing for live chat. When going to the Advanced Work Assignment > Que to set the "work item routing condition", "context.application" variable does not show up. - have confirmed that...
Hi, we've been trying to achieve a situation, when an agent rejects the incoming interaction and his/her Status changes automatically from Available or Busy (or any other desired state). Is there any OOTB solution for this or do you have any ideas on...
We are trying to set AWA to only assign INCs to users within the same group that have the mandatory skill. We have skills assigning to INCs and skills assigned to users, however if there are no users with that required skill logged in it will assign ...
Hello,I’m currently configuring the Agent Chat functionality.After some testing I noticed that can a agent have a visibility to current queue to check waiting user chatORcan agent once free can go back to queue to pick up a chat, which is waiting.
Hi Everyone,I have 2 agents in group, who are responsible to accept chats on workspace.One agent is able to accept interaction and chat whereas the other one is unable to see any work item on workspace.Ms teams shows message ‘Please standby while I a...
I have encountered a few issues in Agent Workspace for HR Case Management on Create a New Case form. yourinstance.service-now.com/now/hr/agent/case-creation-page/-1_uid_1. Reference field with a dependent field does not work, although it works in the...
