Resolved! How to show particular Kb articles in live agent chat
How to show particular Kb articles in live agent chat? I tried but mostly catalog items are visible for this. I want to disable catalog items in live agent chat.
Forum Posts
Resolved! Virtual Agent-No Available Agents Message to the user however live agents are available
When a number of live agents are available ready to take VA chats, users periodically get a message stating "No Available Agents"
vaSystem.switchTopic() will work the same way to switch to TopicBlocks?
HI I am using topic blocks for few topics to re use the topics and the same topic block is using in other topics in script action with single lone of codevaSyetm.switchTopic('topic block name') then it also working the same way how it is working wit...
Virtual Agent Export a PDF
Is it possible for Virtual Agent to export a PDF from a series of answers to questions that a user provides?
Resolved! Cannot delete a node on a virtual agent conversation
I am trying to delete the urgency node from a duplicated "open IT ticket" conversation but am receiving a message that says "this node cannot be deleted because its variable is used in the topic". Does anyone know how to delete the urgency question? ...
How to pass user input variable in a Topic to Topic block in VA
Hi, I am trying to develop a case where I have created a new Topic to get Incident number as Input from User to add comments to it. I am calling "Add Notes" Topic Block (custom) so that comments can be added to the incident. However, I am not able t...
Capturing VA Conversation in Incident
Hi Community,I've been creating virtual agent conversation and the end of conversations usually end with the customer being able to open an incident if they are not fully satisfied with the help provided. Is there an easy way to capture the history...
Resolved! Enable the OOB Virtual Agent Performance Dashboard to the specific group by filtering only few topic
Hi Got new requiremnt to enable OOB virtual agent dashboard, filtered with only few topics to the specific groupAny help/suggestion really helps alot ThanksAnusha
Resolved! Skip History in virtual agent
Hiwe are seperating the topics based on different portals based on the condition as portal is "sp/esc", but if same user is opened one portal and then the second portal, user is able to see the history from one portal to other portal even that topic ...
Virtual Agent User input field table
Hi All,Just wondering if anyone knows where the data in the vainputs field is stored in SN. We have a use case to import User input data and bot answers from another application.
MS Teams virtual agent not responding
We have installed ServiceNow for MS teams application and facing below issues. I have checked all the FAQs and troubleshooting steps, however that didn't help.1. We are using branding images in manifesto file. It shows the images in side bar and in a...
Integrate Knowledge Base with Microsoft Team search
Hello everyone, I have read a few things about the virtual agent feature, I have mainly found articles about enabling the virtual agent chatbot. What I want to do is to enable a common search between Microsoft Teams and ServiceNow, so that I can sear...
Context Variables and switchTopic()
Hello everyone, I have a topic (let's call it "MyTopic") which prompts a user to specify which help desk they'd like to connect to. It's a promoted topic and they can launch it by clicking on it. Based on their response, it routes them to the appropr...
ServiceNow Virtual Agent Integration With IBM Watson
Hi Community Members, I have currently implemented Virtual Agent and using ServiceNow as an NLU provider for intent and utterance combination but now I want to integrate Virtual Agent with IBM Watson to further include Watson capabilities in the VA c...
Resolved! ITSM OOB TOPICS AND CONVERSION IN VIRTUAL AGENT CHATBOT
Hi Team,How we can get all itsm oob topics and conversation of virtual agent chatbot in our instance?which i share below screenshot.
