Hello Everyone, I currently have an inbound action configured that should write email body to comments + attachment directly within the case.(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLog...
I need a help on the post chat survey, I have created a record in survey designer and added that into my queue-post chat survey record ,Its now triggering the survey link but it is happening only when user ends the chat not when agent ends the chat.I...
Hi All, Is it possible to see the names of users that have had a conversation with the Virtual Agent? It would be helpful if there was a table which contains all the conversations and a 'User ID' column. Our customers are IT users who also work for t...
We have Zurich instance and want "Provide Feedback" topic to hide in Show me everthing menu and not to include in topic discovery. I know there is an open question for the same issue. But it was asked few years ago. So, I want to ask it again. Is it ...
Hi Experts, In Virtual Agent, how can we automatically close a chat session if the user does not respond for more than 2 minutes during an active conversation with an agent?Is there any out-of-the-box option available to handle inactivity timeout?If ...
Hi Experts, In Virtual Agent, how can we display a message like “All agents are currently offline” when the queue is within scheduled working hours but no agents are available or online?Is there any out-of-the-box way to handle this scenario?If not, ...
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...
Today, we have reports on a Dashboard that shows:How many users are in the queueList of users with short description of what they need help with and the transfer to live chatHow many active answered chats (chats in progress)List of Technicians in cha...
Good Day, I built an NLU to invoke the Closing Conversation topic. The NLU is working properly, but the Closing Conversation seems to be running twice. The flow is OOB, and works fine when Any ideas as to why this is happening? When invoked through...
Hi everyone,I’m working on configuring ServiceNow Virtual Agent to search content stored in Microsoft SharePoint and return relevant results within the VA chat. Use Case:When users type something like “leave policy” or “remote work guideline” in the ...
Hi everyone, I recently activated the Request Status AI Agent to allow users to check ticket statuses via the Virtual Agent (using Now Assist).I am encountering an issue where the results differ depending on the interface. When testing via thePortal,...
Hi everyone,I’m currently building an AI Agent for Incident Creation that also performs classification (e.g., Business Service and Service Offering).What is the best practice to ensure that the values selected by the AI Agent strictly match existing ...
Hello,When trying to open the chat/clicking on the chat icon on portal, it is starting the conversation without clicking on start a conversation or without clicking on + buttonPre-chat survey or introduction is getting created as soon as clicking/Ope...
Hello Community,I want to change the placeholder text "Please type your request" to "Press show me everything" in the user input box and make the user input box read-only.Any help would be greatly appreciated.Thanks!
This is related to the Advanced Work Assignment and Chat routing. In this table - awa_work_item There is a field named "Offer count". Anyone know if there is a way to see what Agents the chat was offered to in the order it was offered?
