Keep your Virtual Agent up to date with the latest from the ServiceNow store!
August 2021, available now
Summary of releases
- Conversational integration for Microsoft Teams, Slack
- Topic Recommendations
- Conversational Analytics Dashboard
- Virtual Agent API
- Profanity filter for Agent Chat
Complete release notes and list of releases here.
Conversational integration for Microsoft Teams, Slack - Install here (Teams or Slack)
- New in Rome:
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- YouTube URL unfurling.
- Support for rich text using markdown in notification messages.
- URL redirect to Service Portal page.
- Teams only: Batch linking of Virtual Agent users.
- Feedback improvments
- New in Rome and Quebec:
-
- Teams only: Allow masking of sensitive user input.
- Teams only: Users can upload attachments
- Various bug fixes
Topic Recommendations - Install here
- New in Rome:
- NLU model grouping support
- One-click NLU intent binding after training
- Link/unlink a recommendation to an existing topic
- Improved UX
- Edit data filters for a report directly in Topic Recommendations
- Improved status indicators for topics: New, Added/Linked, Active/Inactive
- Topic completion chart for active topics
Conversational Analytics Dashboard - Install here
- New in Rome:
- Enhanced Issue Auto Resolution page
- Added Deflection Metrics widgets
- Introduced Funnel Builder capability
- Replaced classic Query Builder with the VA condition builder
- Various bug fixes
Virtual Agent API - Install here
- New in Rome:
-
- Synchronous handshake support
- Notifications support in asynchronous mode
- Topic switching using topic name or topic intent name
- Typing indicator support
- Node-skipping support for topics that use it
- Additional rich control support, including table, HTML, multi-flow, and rich text
- Custom control support
- Additional Agent Chat support:
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- Agent name and avatar
- Agent wait time
- Pass chat history
- Enriched requests from primary bot:
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- System parameters and context variables
- User timezone
Profanity filter for Agent Chat - Install here
- New in Rome:
-
- The Profanity Filter for Agent Chat keeps conversations clean by preventing agents from sending messages that contain prohibited terms to requesters.
Previous store releases
ITSM Virtual Agent Conversations - June 2021
- New: Topic Block to add MS team meeting link
- Changed:
- Create Zoom Meeting Link (Template)
- Set OOO reply Exchange Server (Template)
Install or update here: ServiceNow Store - ITSM Virtual Agent Conversations
