Virtual Agent configuration questions...

[andrewirwin]

Does anyone out there have any insight to the following Virtual Agent questions? I've been conversing with ServiceNow today, and have not yet found a resolution to any of these issues.

1. How can we force ALL conversations to use a default topic? We have this hardcoded for new Virtual Agent conversations, however if they end the conversation, or answer that they have no additional questions then it makes them pick the topic before the next conversation can occur? 

- We can tweak or topic designer workflow to where it doesn't ask that do you have another question and essentially loop them back to the beginning and that then keeps the selected topic. However if they end the conversation and remain in the agent then the topic returns. We just want this one portal to always default to this one topic.

2. How can we remove the Virtual Agent history once closed. We do not need to start a new session with the old conversation(s).

- What we have been able to do thus far is tweak our Virtual agent so that when a user closes the agent window it refreshes the parent page, thus causing a new ID to be generated which then keeps the user from seeing his/her previous conversation threads. However this is not a great solution, so if anyone else has a better idea we are certainly up for any feedback.

3. Is there a glide property, or I-frame setting, that we can adjust to increase the Virtual Agent window size, we would like to increase it by about 15% the OOB size.

- What we know is that that Virtual Agent window is actually being rendered as an I-frame window from the widget, however we have not found a way to adjust the size of the Virtual agent window?

4. Currently we are integrated with IBM watson, and we are finding that some of our responses are getting truncated, can we increase the max size on the return response?

5. Is there a ServiceNow documented list of Virtual Agent conditions that will trigger a Live Agent request? It seems that when an error is generated it attempts a hand-off, but what other conditions exist?

[Mark Roethof]

Hi there,

On 2 and 3 I can give a little bit input. Hope it helps.

2:
Use https://<yourinstance>.service-now.com/$sn-va-web-client-app.do?sysparm_skip_load_history=true. This will open new sessions without previous history. You can add this to the widget, in the client controller field:

$ctrl.vaSource = '/$sn-va-web-client-app.do?sysparm_nostack=true&sysparm_stack=no';

$ctrl.vaSource = '/$sn-va-web-client-app.do?sysparm_skip_load_history=true';

3:
Sizing can be changed in the widget also. In the CSS field. I haven't played around with this yet, though you can change several things here, for example also the picture used, the sizing of the circle, or change it in a square, etc..

Kind regards,
Mark

[andrewirwin]

Thank you Mark

The solution for #2 looks very helpful, I will try CSS with the window I'm just not sure if the I-frame can be controlled correctly via the css?

[Annay Das3]

Could you help me how to navigate to the widget that holds the virtual chat agent window discussed in question number 3? And where I can get the CSS settings for the same to configure the chat window size. I need it urgently

[andrewirwin]

Update ....

1. If you attempt to loop your Virtual Agent designer so that the do you have another question isn't asked you can't, but only because designer requires a path to end, and that in fact the issue. Because once it ends it then starts a new conversation which requires a new topic to be selected, so loop back option doesn't completely work.

3. Sizing can be changed in the widget also. In the CSS field. I haven't played around with this yet, though you can change several things here, for example also the picture used, the sizing of the circle, or change it in a square, etc..

We can go into the CSS for the Virtual Agent from the editor perspective and change the size of window. However because this is an I-frame window the elements within the window do not scale. As an example, if you increase the window size the related chat icon will remain the same as it was in its original I-frame size configuration. Still do not know how to tweak this Window and it related elements correctly.

4. Currently we are integrated with IBM watson, and we are finding that some of our responses are getting truncated, can we increase the max size on the return response?

I've found that the this truncated response is all related to the html link format that was being provided by the Watson responses. In fixing the <ahref code it fixed the issue.

5. Is there a ServiceNow documented list of Virtual Agent conditions that will trigger a Live Agent request? It seems that when an error is generated it attempts a hand-off, but what other conditions exist?

Apparently the Routing to a Live Agent is only triggered when a error occurs within the Virtual Agent.