Forum Posts
Modify options in VA when no results found
We have Virtual Agent with Now Assist setup and working in our instance. When we provide it with a query that it doesn't understand or cannot answer, it replies with the following message "Unfortunately, there is not enough information available to a...
Add attachments to incidents via Virtual agent
Add attachments to incidents via Virtual agenti want to add the attachments to incidents via Virtual agent
Auto-populate Variable - is it supported on Virtual Agent?
Hello,Does anyone know if the auto-populate variable feature is supported on Virtual Agent ?This is a handy feature for a variable set that is being used across multiple catalog items , but we are seeing that it VA opens up the link instead of intak...
How to fix Virtual Agent script vaSystem.didConnectToLiveAgent() always returning false?
I am trying to add logic to a Virtual Agent topic block to handle the case where the end user requests a transfer to a live agent, agents are available, but no agents respond in their given timeline, effectively "timing out" the chat. Here's a screen...
Need the ability to restart VA or end conversation and start a new one within a topic
Hi All I have a requirement for the virtual agent to essentially reboot or restart itself. With the initial greetings topic, our end users select a couple of options that are then used to tailor the journey through VA and limit topics being display...
Proactive triggers not working
Hi, I installed the Proactive trigger plugin and enabled the proactive trigger under general settings.Enables the system property. Defined the trigger rules and types.Still Not able to see the messages in the portal and virtual agent.
Card bot response - Open in same window
Hi all, Just a quick question regarding Virtual Agent. When I create a case via VA, it gives me a clickable case number (see image below): When I click the case number, it opens the case on the 'My requests' page, but in a different browser window t...
Resolved! Virtual Agent - Change multi-link URL
Hi everyone, I hope you are doing well.Currently in our Virtual Agent configuration we have multi-link to display several articles from the 'kb_knowledge'. Currently the URL is being displayed as 'https://<InstanceName>.service-now.com/kb_view.do?s...
Virtual Agent Request a catalog item window or pop up render type:
There is a requirement where we want to order a catalog item but that catalog item render type is "window" but we need to make it conversational.One issue we found is that there are three reference variable in the catalog item that refers to table wi...
Microsoft Teams Integration Chat Clients
Hello I am in the middle of setting up the ServiceNow to Microsoft Teams integration and want to remove the chat client option for 'Old desktop application' Is there a way to remove this, or automatically select 'Web client or new desktop application...
Genesys Voice Solution Integration with Service Now Virtual Agent
Hi Experts we have a use case - where Caller Calls (Genesys Voice Solution) -- It should go and Talk to Service Now VA Bot ---Give Responses back to Caller on Phone. I am aware this kind of setup is possible Using Amazon Connect Voice Solution ...
attaching documents to newly created case using VA
Documents attached during case creation using Virtual Agent is not working. Users on Employee Center open Virtual Agent to open an HR case. The virtual agent asks if they have documentation and then asks how many. The user selects the number and then...
CAB Meeting Calendar
"I’m trying to modify the CAB Workbench meeting calendar and looked into editing the widget, but I couldn’t locate the sn-cab-meeting-calendar component. Is there a way to customize this widget, or alternatively, how can I add the change number to th...
Virtual Agent Dashboard - Conversation tab error message
When I open the Conversation tab in the Virtual Agent dashboard, I receive the following error message: Alert level: critical.Error while processing the request for the endpoint - /sessions/find-page, Error message: Socket error, Error response: null...
