Hi, i just created a new topic under default chat experience main topic, now, i wanted to active only my topic, but i see that is not possible to deactivate the prebuilt topics? read only, data policy...please adviceLior
Hello!I've recently been facing issues with the Virtual Agent.When I'm on the Employee Center and I have the virtual agent chat window open, whenever I try interacting with it in ways like: resizing, closing or minimizing the window "flies away" unti...
Getting Customers Off the Ground with Knowledge Management: What Actually Works After working with customers across industries and maturity levels, one thing is consistent:Knowledge Management doesn’t fail because of missing features. It fails becaus...
I want to disable the out of the box topic called Provide Feedback, but it is read only. It is not used in our Default chat experience, but somehow still appears in our Virtual Agent topic list on the Service Portal.I have tried following this KB but...
Hello everyone,we have a requirement to change the order of output we are getting as carousal in virtual agent. we want to show now assist summary card (of knowledge article), then catalog and other cards. We want below given card to appear first, th...
Currently AI search is giving only 3 results. I want to return more results as it is possible all 3 results are not relevant. I would like to have relevant search results first over a period of time. Is there any way to do this?
Hello everyone,We need to change the order of the output displayed as a carousel in the virtual agent. We want the Assist Summary card (from the knowledge article) to appear first, followed by the catalog and other cards. Specifically, the card shown...
I know there are system properties to control idle chat timeout, referred below community threadUnderstanding Virtual Assistant Timeout Settings and ServiceNow documentation Controlling idle live chat sessions But in my case we are using different ch...
Hi All,I noticed a few OOTB (Out of the Box) records configured with regular expressions (regexes) for data extraction categories in sensitive data handling. Are these used to mask data for inbound integrations? Could someone please clarify the actua...
I have a flow designer where I want to add an action to be able to send a message directly to user on MS Teams. Is this possible?
Hello. I have a catalog item that has a variable date field called Expected Date (expected_date) where it inputs a date with the default format of "DD/MM/YYYY".I want to make it so that the default value and any other value inputted in this field is ...
We have enabled Dynamic translation for live chat in our instance. Is there a provision to specify a list of key words that should not be translated by Dynamic translation like some product name etc.. at ServiceNow end or is it possible only at vendo...
HiI have a VA conversation built to return an attachment based on user input. I'd like to attach the actual file rather than just an HTML link but cannot find a way to do this.I've got the relevant files in the sys_attachment table but was wondering ...
I have installed VR option in our instance. How keep our IT Engineer is active to respond on the Live agent option? Do I need to add any role? I didn't see any option
The Card response has a hyperlink in the title of the card that links to the default service portal "/sp" We do not use the default value however, so I need to change that. However, I can't find where the link is generated in order to change the prop...
