Hello community!
I'm working on a solution to meet the following requirements:
Employees own their company computers.
After X years, these computers must be renewed.
A proactive prompt should appear for selected users to initiate the renewal process.
The prompt must be sent via Teams (note: I don't need guidance on this part yet).
For now, I need the prompt to appear in the Virtual Agent (VA).
The prompt should include buttons like:
“Snooze until 2 PM”
“Remind me tomorrow”
“Start the process”
If the user selects “Start the process”, another prompt should appear asking for the computer’s serial number.
To implement this, I’m planning to use the following ServiceNow functionalities:
Proactive Prompts – to send interactive messages to the VA with action buttons.
Virtual Agent (VA) – for the initial interaction. Teams integration will be added later.
Walk-up Experience – to schedule meetings with technicians.
What I’ve Configured So Far
Signal Configuration – defines the proactive prompt.
Data Source – currently just a test, targeting computers assigned to users with an Installed date older than 2 years.
Channel and Channel Action – I’ve set VA as the channel, and “Setup Meeting” as the topic.
The Issue
The signal is sent, but the proactive prompt does not appear in the Virtual Agent.
I'm struggling to find solid documentation on how to properly display these prompts in the VA.
Could anyone guide me on why the prompt isn’t showing up in the Virtual Agent?
Any tips or references would be greatly appreciated!
Kind regards.
Hello @Sri Bhavani !
Thanks for your reply.
The VA notifications were already activated:
Also, the user has the Chat-Web Client notifications enabled:
But the issue persists. Do you know any other possible causes?
Kind regards.
