Virtual agent conversations

[Jonathan28]

I have downloaded the "ITSM Virtual agent conversation" and also the "Human Resource Virtual Agent conversation."

Though I am not able to see the "Human Resource Virtual agent conversation" only the "Human resource scoped app: NLU model". How can I find the "Human Resource Virtual agent conversation" in the scope?
(I don’t want to use the NLU model but keywords)

Also is it possible to access topics (using keyword) from both the HR and ITSM Virtual agent conversation scopes when using the virtual agent from the service portal? I.e can these two be combined?

[Jeff Currier]

Are you saying you do not see "Human Resources Scoped App: Virtual Agent Conversations" for available plugins?  That is the one you want.

And yes, for a user with the appropriate roles, they will be able to execute conversations from both HR and ITSM.  You can configure what conversations different types of users can see.  For example, you would not want external users, i.e. customers, to see HR conversation or maybe not even contractors.

[Mark Roethof · Accepted solution]

Hi there,

Yes, topics from HR, CSM, ITSM should also be available on different portals, can also be combined. If you want to restrict topic to a certain portal: have a look at the conditions.
Also see this article I wrote on this: Virtual Agent - Available topics depending on different Service Portals

If you applied the HR Virtual Agent conversation plugin, and the scope/topics are not visible, you could raise a topic in the Instance Help community. A ServiceNow employee might have a look at your instance.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[Mark Roethof]

Hi there,

Did this solve your question? Or do we need to follow-up on this?

Please mark this answer as correct if it solves your question. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

Kind regards,
Mark

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