Enable Now Assist based on countries or using User criteria.

[Ramkumar Thanga]

Hello Everyone,

Is it possible to enable/restrict Now Assist for Virtual Agent based on the countries OR user criteria ?

Thanks!
Ramkumar

[Ramkumar Thanga]

Hi @PaulSylo ,

I tried this with advanced condition with the following condition to restrict virtual agent only for a specific country by creation of new chat experience with lower order. But it doesn't works as expected.

(function executeCondition(/* glide record */ current) {  

    // customize condition logic here, return true or false

    var userRec = new GlideRecord('sys_user');

    userRec.addQuery('sys_id', gs.getUserID());

    userRec.query();

    if(userRec.next()){

        if(userRec.country == "DE")

            return true;

        else

            return false;

    }

})(current);

Thanks!
Ram

[PaulSylo]

HI @Ramkumar Thanga  - the "country" filed doesn't exist by default in the sys_user table. if you are using a custom filed, make sure it exists and internal name is actually country( like u_country), please check once !

[jennawallace]

Yes, you can enable or restrict Now Assist for Virtual Agent based on user criteria like location using user roles or conditions in the configuration.

[Ramkumar Thanga]

Hi @jennawallace ,

I didn't find  such configurational set up to enable Now Assist for Virtual Agent based on user criteria like location using user roles or conditions. Could please let me know the steps where I can find the configurations.

[PaulSylo]

HI @Ramkumar Thanga - see, if you want to restrict this Now assist for VA only based on usercriteria ( it is same like how you restricting VA right), so you need to go to the portal and use the user criteria to restrict .

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0830796

https://www.servicenow.com/community/virtual-agent-nlu-forum/can-you-restrict-virtual-agent-to-a-spe...