question How to add an agent in Virtal Agent for AI to solve problems in my person PDI? in Developer forum

How to add an agent in Virtal Agent for AI to solve problems in my person PDI?

shiz — Thu, 19 Sep 2024 07:12:24 GMT

Re: How to add an agent in Virtal Agent for AI to solve problems in my person PDI?

Long Duong — Thu, 19 Sep 2024 07:22:12 GMT

Hi @shiz,

That message means there is no agent with available status on the system.

So, in this case, the user needs to change their status to available by following those steps:

- Opening the new tab and impersonating to agent account (for example: user ITIL)

- Access the agent workspace

- Open the inbox tab

- Change the status to "Available"

- Then you can refresh your page and open virtual agent again, and check the live agent topic. It should show 1 agent available.

Please refer my attachment to have an easier view.

Please accept and mark my answer helpful if the issue is resolved.

Thank you and have a nice day!

Re: How to add an agent in Virtal Agent for AI to solve problems in my person PDI?

shiz — Thu, 19 Sep 2024 07:34:47 GMT

- Opening the new tab and impersonating to agent account (for example: user ITIL)

※ completed

- Access the agent workspace

※ how to Access the agent workspace？

- Open the inbox tab

- Change the status to "Available"

- Then you can refresh your page and open virtual agent again, and check the live agent topic. It should show 1 agent available.

Re: How to add an agent in Virtal Agent for AI to solve problems in my person PDI?

Long Duong — Thu, 19 Sep 2024 07:38:23 GMT

Hi @shiz ,

You can search "Agent Workspace" on the application navigator. Or you can access the the link "https://your_instance.service-now.com/workspace/agent"

Can you please try it and let me know the result?

Thanks

Re: How to add an agent in Virtal Agent for AI to solve problems in my person PDI?

shiz — Thu, 19 Sep 2024 07:44:32 GMT

Re: How to add an agent in Virtal Agent for AI to solve problems in my person PDI?

Long Duong — Thu, 19 Sep 2024 07:52:29 GMT

Hi @shiz,

In this case, We need to do some additional steps:

- Install the needed plugins "Agent Chat" via the link https://your_instance.service-now.com/now/app-manager/home/plugin/id/com.glide.interaction.awa/details

- Use the new workspace "Service Operation Workspace" at the link https://your_instance.service-now.com/now/sow/home

- Do the same above steps to turn on the status for agent.

Please try it and let me know the result. Thanks

Re: How to add an agent in Virtal Agent for AI to solve problems in my person PDI?

shiz — Thu, 19 Sep 2024 08:09:02 GMT

There are still no usable agents available.

Thanks,

Re: How to add an agent in Virtal Agent for AI to solve problems in my person PDI?

Long Duong — Thu, 19 Sep 2024 08:36:27 GMT

hi @shiz,

could you please follow the document "Setting up Agent Chat" at the link https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-interfaces/task/ac-configure-agent-chat.html?

Please try it and let me know if your requirement is achieved? Thank you!

Re: How to add an agent in Virtal Agent for AI to solve problems in my person PDI?

shiz — Thu, 19 Sep 2024 08:57:02 GMT

The configuration has been completed according to the requirements of the document.