Virtual Agent forum
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Forum Posts

prevent duplicate incident creation by same user

We would like to prevent VA from creating duplicate incidents if a user reports the same issue they previously reported; and which is still active.  VA should allow a user to enter an Issue description and it should let the user know if they have an ...

Virtual agent Topic Visibility

Hi For Virtual Agent topic to be visible to MS team and other channels is there any configuration we can for visibility instead of writing below script in the topic properties ,Kindly help(function execute() {if(vaContext.portal == 'ITServices' || va...

Mahesh033 by Tera Contributor
  • 479 Views
  • 3 replies
  • 0 helpfuls

How most capacity assignment will work in agent work space

Hi all, I would like know how a most capacity assignment rule will work in AWA. I want once the interaction is in one agent's queue, and the other agent is available and not in any chat or call the interaction to directly fall in his queue rather tha...

sanga2 by Tera Contributor
  • 710 Views
  • 2 replies
  • 0 helpfuls

Check Ticket Status and Universal Request

Hello everyone, I'm not sure if there's some cache involving in Virtual Agent and some conversations/topics, but I'm noticing some weird behavior.I duplicated the ootb topic "Track Universal Request Status (template)" and made it topic block, called ...

Screenshot 2023-05-31 at 12.54.42 PM.png Screenshot 2023-05-31 at 12.51.32 PM.png

Virtual Agent and Universal Request

Hello everyone,  We have Virtual Agent and now we are implementing Universal Request with the intention to reduce the number of incidents created by mistake, for example, someone requesting something new that is not included in a Service Catalog, sho...

Resolved! Support Options text not getting updated

I've updated the Support Options in Virtual Agent (the 3 buttons in the top right corner) with the label we want to use and also with the phone number to the Service Desk.  The problem is that it isn't updating in VA.  I still see the original OOB st...

KeithM1_0-1684350654033.png
KeithM1 by Tera Expert
  • 573 Views
  • 2 replies
  • 2 helpfuls