I have a requirement from the end user community to display number of users ahead when user is waiting to connect with a live agent. I understand there is an out of box "Wait Time" feature that display waiting time when the next agent will be availab...
Hi there, I'll mention firstly that I'm very new to ServiceNow administration and this is my first post to the community - I've yet to see a thread for what I'm querying about, so I'm hoping someone might be able to help. We're implementing the Teams...
What are your thoughts on Copilot as an AI Assistant?In your opinion, how would you say it compares against others like ChatGPT and Gemini? Is there perhaps an overall 'best' between them, or do they each perform better than the other for a specific ...
Hi All, I'm configuring the Virtual Agent for a client, where they have multiple departments and the number of topics are meant to increase a lot. For this reason we thought we could add an initial question, in the customised greetings setup topic, ...
Hi,I have been configuring Virtual Agent, and have the agent in a relatively stable place, as we are using Virtual Agent Lite, I understand we are quite constricted on what we can have it perform, however as an introduction to the company, I believe ...
Hi, Can someone please explain what the 'Small Talk' topic in Virtual Agent is? Thank you
Hi All, I want to implement small talk topics & have gone though the Servicenow docs on small talk related topic. Few queries on this. 1)Could not find the predefined small talk topic: Time and Date., is mentioned in doc. https://docs.servicenow.com/...
Am I understanding correctly, that AI Search Fallback can only generate "Genius Results" from articles that use the Q&A knowledge template?When using AI Search Fallback with Now Assist and LLM's, can it generate answers based on the the content of an...
Hi, I want to add a subcategory below the category 1 in VA'category 1' -> 'help' ->' greeting custom'
Hi Team, I am in need of help after hours and hours of troubleshooting. I have instance with Now LLM enabled for Virtual Agent.I am trying to make topic to get input as search query from user and passing to "RUN AI Search" topic block. It does not wo...
Hi, I'd like to configure the following, but am not sure how to do it. 1) I'd like the bot to show a list of open incidents of the current user (I've tried with lookup utility and non-scripted conditions but the bot is not returning any records for s...
Is there any way to make ticket in progress if user reply on MS teams from conversation services. I am able to make ticket in progress through sn_tcm_collab_hook_ms_teams_chat table when ticket is updated but it does not have any field which can ide...
We would like to show the estimated wait time in virtual agent when user tries to connect with a live chat representative from the topics. We've noticed that the estimated wait time is shown when trying to connect to live chat from the 3 dot menu. C...
Hi, we are currently looking into implementing Now Assist for Virtual Agent and our primary front end user interface for Virtual Agent is in Slack via the Virtual Agent Slack Integration. I have not been able to find any official documentation on if...
Now I have got two topic blocks Request catalog item and Request catalog item2. They are all the same. However the question is, when I use the first topic blocks, I know the catalog_item_id of my topic block. So the Virtual agent done well in testin...
