How to display response sla and resoultion sla in virtual agent chatbot

[Dhanush Rao K]

Hi All,

We have a requirement to display selected ticket's resolution sla and response sla in virtual agent chat bot. For this we don't have any topic in virtual agent so we are going to customize new topic. As far as my knowledge, we need to write the conditions on task sla table, but Iam not getting which conditions I have to give can anyone pls help me which conditions do we need to insert for getting the both response and resolution sla.

[Anand Kumar P]

Hi @Dhanush Rao K ,

• Response SLA: when ticket assigned to the group and your manager or team lead assign the ticket to the support person then response sla meet. 

  Resolution SLA: it defines how much time it took once it has assigned to support person to solve the ticket.

Depends on above criteria you can build start and pause condition for SLA.

Mark it as helpful and solution proposed if it serves your purpose.
Thanks,
Anand

[Dhanush Rao K]

Hi Anand,

Thanks for your response.

But it seems like its not exactly what were looking for.

Could you please Refer the below content of format which we are actually working on

Example:

Consider Virtual Agent as a Chatbot

Here's a simplified example of how a conversation flow might look:

User: "What is the resolution SLA for my ticket?"

Virtual Agent: "Sure, please provide me with your ticket number."

User: "My ticket number is #12345."

[Virtual Agent fetches SLA information for ticket #12345 from ServiceNow]

Virtual Agent: "The resolution SLA for ticket #12345 is 2 business days."