Does anyone know if I need a ServiceNow license to set up the ServiceNow Tickets connector for Copilot (M365)? Currently, I have CSM Pro only. ServiceNow Tickets connector overview - Microsoft 365 Copilot connectors | Microsoft Learn
Hi Team, Configured the survey on post chat condition, however in case of 1. agents not logged in - system is triggering the survey2. agents logged in system and available but not accepted the chat interaction - in this case system is not sending any...
Is there a way to inject messages coming from the Genesys Open Messaging into a Live Virtual Agent Window? We use Scripted REST to receive payloads coming from the Genesys Open Messaging and want's to display that message to the virtual agent window....
Hi All, I'm working on an integration for MS Teams. Use Case:Users can request task, incident, problem, change request assigned to them. Agent and tools are all working inside the instance, but when I test in our Teams environment I'm getting "You do...
Hi! I'm working on creating a Fallback topic (let's call it F1) which fires when the conversing user expresses dissatisfaction with the search results within Virtual Agent. Currently, I have a custom fallback (F2, view attached image) (VA Settings ->...
I deleted a deprecated Vocabulary Source called "knowledge_pb", created another with the same name but different configs, retrained the model, and then, when I tried testing it through the Try It button, it threw the error below.The button is pulling...
Fetch report on awa_interaction_work_item table of those records created during business hours.% of Live Agent chats with First Response <= 30 sec, counted only when open during business hours only.
Hello community,I'm still working my way through AI and Now Assist but I have a quick question but may require a longer answer. I'm required to do set up an integration with ServiceNow and Slack.The Use Case is Conversational Incident Management, whe...
Hello,Internal Transcript for chat not capturing after the interaction get closed. In my PDI it is capturing, even the Business rule 'Append Internal Chat Transcript' is inactive. But in my organization instance it was not capturing and if I make tha...
Hello, We are using the Now Assist Panel (Platform), with Response streaming enabled. By default, the free-text input field ("Reply to Now Assist...") is available to the user at all times, alongside the suggested topic tiles.We would like to restric...
Hi Team,I'm facing an issue with ServiceNow Virtual Agent (Zurich Patch 11M) in the CSM Portal.Behavior observed:I have a Static Choice node with an option like "I'm Done".When the user selects the choice, the flow correctly traverses to the next no...
I am looking for a solution where i want to restrict the knowledge base search in Virtual Agent.Lets say for example I have a topic Self Help and in that i have options A,B,C.so if the user selects A then the data from the Knowledge Articles relevant...
Does the property "idle_chat_reminder_timeout " only works on live agent chat? I set com.glide.cs.idle_chat_reminder_timeout - 30 secondscom.glide.cs.idle_chat_cancel_timeout - 100 secondsIdle Chat Timer Task - 1 minutes But the message "The convers...
Hello ServiceNow Community,I am developing a ServiceNow application called TierServe360 – Intelligent Tier-Based Customer Service for Gold and Silver Customers.I have already created my custom AI topic, tierserve360_nova ai_v2, in Assistant Designer...
Hello Team,I have two requirements related to the Virtual Agent configuration and would like to share a status update along with an issue I need guidance on.Requirement 1 – Custom Fallback Message (Completed)I have successfully configured a custom fa...
