I am finally checking out Proactive Triggers, when I change the system property to true, it changes our Virtual Agent icon.Anyone ever see this before? We are on the Yokohama version.Digging some more, it appears to be using the icon for sp, we use ...
I have configured the queue count during a live agent transfer in the Virtual Agent and displayed it as a system message using the script below. However, I am looking for options to dynamically track and update this count in real time. Is there a way...
I have been looking at several resources regarding IAR and I found this feature very powerful in deflecting issues and proactive resolve an incident without have to reach a live technician. Based on what I have seen, IAR works once a user submits an ...
We have NLU topics( HR topics and ITSM topics) and AI search enabled in our VA. We want the AI search be triggered before all NLU topics. but per Natural Language Understanding topic discovery logic in Virtual Agent , looks like AI search not workin...
Hi, We have successfully integrated the Now Virtual Agent MS Teams bot. When a user installs the bot, they get a welcome message on their MS Teams instance saying 'Welcome to Now Virtual Agent....' including the Help commands. Any idea how we can upd...
Hello SNOW Community,I am reaching out to inquire about the availability and configuration of AI-Search response summarization capabilities within ServiceNow, specifically in scenarios where we are not utilizing Now Assist. Our goal is to enhance use...
Hi, I have a requirement where I want to display a reminder message to the user who are using Virtual Agent (Not Live Agent). If the user is inactive for lets say more than 3 minutes, VA should display them a message that says 'Are you still there?'....
Here we have modified the First greeting and Show me everything has been replaced by Frequently Asked Questions but this second blurb which currently contains, "Help me understand your Request/Issue" was like below earlier "What's your issue or reque...
HI we are using NLU and we have utterance can i talk to live agent it went to chat with live agent flow but getting this error .
var conversationId = sn_connect.Conversation.get('sys id of the conversation); conversationId.sendMessage({ body: "Please don't leave the chat some agent will take over your conversation", field: '...
In Madrid, you're able to append the sysparm_topic URL parameter to the Virtual Agent (i.e. https://abc.service-now.com/$sn-va-web-client-app.do?sysparm_topic=[sys_cs_topic sysid]) and automatically start the specified conversation. In New York, you ...
Hello ServiceNow Community,I recently noticed some changes in our ServiceNow instance, specifically within the Virtual Agent (VA) conversations. A "show more/show less" button has appeared in the conversation messages, and some of our branding icons ...
I am working on a virtual agent topic flow which allows the end user to escalate the ticket. However, there certain conditions that must be meet before incident can be escalated.condition 1: the incident must be P3 / P4 and opened_at should be 5 days...
I would like to know if it is possible to trigger a NLU model at an specific step in the topic flow. Right now the NLU model is trigger when the users enter their request directly in the conversation bar, but I would like to implement a triage questi...
Hi Experts, I have Used CatalogSearch API in my code Where I am passing the List of Catalog and Search term. But It is not returning any result. Though I have checked Manually, I am having the catalog Items. Below example code is var search_term = "A...
