question Virtual Agent issue in Portal and how to locate the configuration in Virtual Agent, NLU forum

Virtual Agent issue in Portal and how to locate the configuration

Junyu — Tue, 07 Jun 2022 07:40:38 GMT

Dear all,

I am creating a Virtual Agent through Agent Chat and put it in the specific portal, it works well.

But when I typed something in the search bar and go into a new page, the Virtual Agent icon in the lower right corner disappeared:

When clicking Chat, the Virtual Agent reappeared, and the conversation inside was completely different from (the one in Home page) what I had set up.

I would like to know how this effect is achieved and if I want to find out why, where should I go to locate this configuration?

Re: Virtual Agent issue in Portal and how to locate the configuration

Mark Roethof — Tue, 07 Jun 2022 09:47:49 GMT

Hi there,

That's correct and due to the widget in the last image. On load, that widget hides the Virtual Agent client. It will be unhidden and toggled when clicking Chat.

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

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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Re: Virtual Agent issue in Portal and how to locate the configuration

Junyu — Wed, 08 Jun 2022 01:49:50 GMT

Hi @Mark Roethof ,

How can I locate the widget? I want to keep the Virtual Agent conversation of Home and subpages consistent. Thank you.

Re: Virtual Agent issue in Portal and how to locate the configuration

Mark Roethof — Wed, 08 Jun 2022 04:57:38 GMT

It's just a regular Portal widget. So on the pages concerned, ctrl+right mouse click, Page in Designer, locate the widget (most lickely on the bottom).

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

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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Re: Virtual Agent issue in Portal and how to locate the configuration

Mark Roethof — Wed, 08 Jun 2022 04:58:32 GMT

For example:

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

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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Re: Virtual Agent issue in Portal and how to locate the configuration

Junyu — Wed, 08 Jun 2022 07:40:37 GMT

Hi @Mark Roethof ,

Thank you for your reply, I find it and close the "Chat" presentation, but the Virtual Agent will be disappeared. I don't want to hide the Virtual Agent client. Then what should I do?

Thank you.

Re: Virtual Agent issue in Portal and how to locate the configuration

Mark Roethof — Wed, 08 Jun 2022 07:46:56 GMT

Don't understand your comment. Can you rephrase or show an example of what you did?

If I remove the widget instance concerned from the page, the Virtual Agent client icon is immediately visible.

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

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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Re: Virtual Agent issue in Portal and how to locate the configuration

Junyu — Wed, 08 Jun 2022 08:39:35 GMT

Hi @Mark Roethof ,

I didn't remove the widget but just uncheck the 'Chat' channel.

Then in the portal typed something in the search bar and found the Virtual Agent icon disappear.

How to edit the widget to not let VA be unhidden and toggled?

Re: Virtual Agent issue in Portal and how to locate the configuration

Mark Roethof — Wed, 08 Jun 2022 08:59:46 GMT

Then you would need to clone and edit the widget.

Is that acceptable?

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

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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Re: Virtual Agent issue in Portal and how to locate the configuration

Junyu — Wed, 08 Jun 2022 09:16:07 GMT

Hi @Mark Roethof ,

I think we can change the conversation content of this new(toggled) Virtual Agent after clicking on Chat.

I found the widget "Request Help Channels" but can't find which Virtual Agent topic it uses, do you know where it is?

Re: Virtual Agent issue in Portal and how to locate the configuration

Mark Roethof — Wed, 08 Jun 2022 09:27:46 GMT

Changing the conversation would not fix your issue of the Virtual Agent icon not visible?

Anyway, if it's just the conversation you are after:

Instance Option

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

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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Re: Virtual Agent issue in Portal and how to locate the configuration

Junyu — Wed, 08 Jun 2022 09:30:15 GMT

Can I find this topic in Virtual Agent Designer?

Re: Virtual Agent issue in Portal and how to locate the configuration

Mark Roethof — Wed, 08 Jun 2022 09:32:56 GMT

You just enter the topic you want in the Instance Option.

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

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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Re: Virtual Agent issue in Portal and how to locate the configuration

Junyu — Wed, 08 Jun 2022 09:35:57 GMT

Is the instance option here?

Is "Employee Help Request" a VA topic name? why I can't see it in VA designer?

And I changed the VA name but it was still the default topic. How can I toggle it to another topic?

Re: Virtual Agent issue in Portal and how to locate the configuration

Junyu — Fri, 10 Jun 2022 03:13:59 GMT

Hi @Mark Roethof ,

Do you know the next step?

Thank you.

Re: Virtual Agent issue in Portal and how to locate the configuration

Mark Roethof — Fri, 10 Jun 2022 04:17:33 GMT

Hi there,

Just simulating this. Although there is this instance option, the widget is not really behaving like it.

Looking further in the widget code:

So actually, upon clicking Chat, the branding record is applied (looks correct) + if VA for Universal Request is applied then the instance option would work. Though if you don't have that plugin active, the Instance Option is useless.

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

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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Re: Virtual Agent issue in Portal and how to locate the configuration

Junyu — Fri, 10 Jun 2022 10:19:14 GMT

Hi @Mark Roethof ,

Thank you for your reply. Sorry for the delay in email notification.

I actived the com.snc.universal_request.va and tried again:

Well, I think the topic was switched by the plugin, However, I tried to fill in my own topic in the instance option, but it still did not take effect.

I still have two remaining problems:

1. Where does the topic of this new VA come from? Can I find it in Virtual Agent Designer? How can I modify its conversation content(eg I can find its flow and modify it)?
2. Here we can only use the preset conversation template of the plugin? Can we switch to any of our own topics?