Calling Virtual Agent topic from another Topic

Jane7 · ‎10-05-2018

Hello All, Good day!
I'm currently playing with virtual agent in our new London instance. Does somebody knows(if possible) how to call another virtual agent topic from another topic?

Thank you

Goran WitchDoc · ‎10-06-2018

Hi Jane,

I would say that isn't possible. Not at this version. When you are in a topic you pretty much need to cancel that and get back out to the "general" one and then go into another topic.

//Göran

View solution in original post

Steve Kelly · ‎11-30-2018

Thanks Goran! This is helpful. Once I dive into it a bit more, I'd definitely like to share results with people as I think this is a valuable use case for ServiceNow. I think I will submit an enhancement request also for requesting the functionality I describe above.

When you mention having different VA's for each portal, how would we do that? It seems there is only one set of options for branding the VA, and only one set of options for configuring a contact number and contact email.

Cheers,

Steve

Goran WitchDoc · ‎11-30-2018

I was more wishing there was a way of having different VAs for different portals, but atm. I see not solution to have this sadly. Would be nice to have a "service portal" field on the topics where you can decide on which portals they should appear on.

wenx_ · ‎11-30-2018

This is on our product roadmap to be supported in a future release.

Community Alums · ‎04-30-2019

Hi Jane,

I saw this post and just wanted to link you to an article I just posted about how I found a way to switch Topics:

Virtual Agent - How to switch Topics

Steve Kelly · ‎05-01-2019

This is great Simon, thank you!