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]

5:

I'm not sure if this is only triggered by an error.
Did you look at the OOB topics available, and if they have an option like this? (i haven't, but curious now)

Also looking at a video from ServiceNow support, it looks like it should be possible to trigger a hand-off yourself.
https://www.youtube.com/watch?v=7mWKogxX1u0 

After searching a bit I came up on:
https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/virtual-agent/concept/transfer-to-live-agent.html

Which mentions an example like:

(function execute() {
    if (vaInputs.urgency == 1 && vaInputs.impact == 3)
        vaSystem.connectToAgent();
})()

[andrewirwin]

Update on question 4...

We have determined the root cause of our truncated response.

It seems as if some of the HTML link that Watson is providing us are being provided as encoded, however some are not being past over as encoded. Those that appear to be truncated are those that are not truncated, and that is based on how we 1st were handling the Watson response. So we are not updating our script to conditionally review the html links and determine if they are encoded or not. 

Once this script update is made, all responses should be 100%.

[andrewirwin]

On a related note does anyone know how to see the following Virtual Agent page:

/$sn-va-web-client-app.do

[Community Alums]

Hi, 

We are using ServiceNow mobile app and have a requirement to implement Virtual chat bot functionality in Mobile as well. 

Has anybody have designed Widget for Mobile app. 

Regards,

Amit