how to trigger the VA topic from the schedule job
how to trigger the VA topic from the schedule job
Forum Posts
Live chat is not getting assigned to the available agents
I am facing a issue, live chats waiting in the queue are not getting assigned to the available agents and are getting abandoned.this is happening only for few chats, some chats are getting assigned and some are not getting assigned to the agents and ...
Resolved! Chat summarization doesn't work when it is via a 3rd party website it's been embedded in
We have the Virtual Agent setup in a couple of areas internally via portal pages and externally via Teams and our main website. The main reason for having it externally via our website is so unauthenticated users can get help via the support pages we...
SSO redirection for portable virtual agent web client
Hi Experts, I'm trying to load virtual agent web client into a sharepoint page. If already authenticated to SN instance then loading va web client in sharepoint page is fine. However, if user not already authenticated into SN instance, then need to t...
Resolved! How to access contextVariables in a VA topic flow?
Hi, I'm making a POST request to my VA API with the following payload: { requestId: uuidv4(), enterpriseId: 'ServiceNow', clientSessionId: conversationId, message: { text: message, typed: true, }, u...
Filtering Conversational analytics based on first response
I am currently working for a client who's virtual agent is split in experiences after the greeting. Currently we are developing an analytics dashboard that will only show data on conversations that opened with the response we want. We're having an is...
Resolved! What is the meaning of "Manually assigned" cancellation reason of a workitem
I am facing live chats abandoned, in which some chats cancellation reason is "Manually assigned"I am not able to figure out the meaning of this and how this happened.
Resolved! ServiceNow for Teams Chat on MS Teams doesn't work
Dear all, I am following the documentation to integrate ServiceNow and MS Teams. As you can see I have installed the Azure App and Request based Chat: However, when I try to type 'hi' in Chat in ServiceNow for Teams on MS Teams, I get no response.：...
Virtual Agent Chat integration with 3rd party chat software
We are looking at how to go about integrating a 3rd party chat system within our existing ServiceNow Virtual Agent setup. The end user will continue to use ServiceNow Virtual Agent through Employee Center to initiate the chat. At the point they reque...
Is it possible to show the request options in a list view in Teams Virtual Agent vs left-right?
Is it possible to show the request options in a list view in Teams Virtual Agent vs having to scroll right or left?
Topic scripting: how to get context information from the vaInputs variable
We use the Virtual Agent using the Bot2Bot integration, leveraging the Virtual Agent API. In this request, we send a number of parameters in the request body. Inside a Virtual Agent Topic, how can we then get access to information of the invoking e...
Virtual Agent API variables and Designer
Dear all, I am exploring the Virtual Agent API.Everything works fine, but I have a question regarding the Designer. When I send REST API command to trigger a topic, I pass variables.(clientSessiondId in the screenshot below). But I don't know how t...
Virtual Agent Contextual Search - Confine Keyword to short description only
Contextual Search key words should display the KB Articles that matches the short description only, KB Articles that has the matching key words in KB Article Body shouldn't be displaying...
When I click on a topic in "Show me everything" getting an error of NLU in virtual agent. Please Help!!!!
1. I clicked on "Show me everything". 2. Clicked on any topic from the list 3. I am getting an error stating : "[preview only] Your test phrase triggered a different topic. Go back to the NLU Settings tab and make sure this phrase is tied to the co...
Predictive intelligence is not working properly
I have created a use case to predict assignment group and when testing prediction it works fine. But when creating a ticket, the prediction is not applied, nothing happens really. What I am missing?
