What is a Small Talk Topic?
Hi, Can someone please explain what the 'Small Talk' topic in Virtual Agent is? Thank you
Forum Posts
How to create Small talk Topics for Virtual Agent
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/...
AI Search Fallback Genius Results
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...
Virtual Agent Category and SubCategory
Hi, I want to add a subcategory below the category 1 in VA'category 1' -> 'help' ->' greeting custom'
Virtual Agent RUN AI Search does not work
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...
Resolved! How to show list of open incidents of current user and other steps
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.
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...
Resolved! How to show estimated wait time when transferring from VA to live chat
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...
Resolved! Virtual Agent Slack Integration - Now Assist
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...
Resolved! I don't know the catalog_item_id of my topic block
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...
Virtual Agent Integration
I'm working on to integrate virtual agent with MS teams. Can anyone provide any documents or materials that could help me in doing the integration?.
Can there be 2 bots within same instance?
Hi, We have servcie now platform with same instance for both HR and ITSM.However, we want to have separate bots for both HR and ITSM. Is it technically possible?
Virtual agent Two way integration
Is there any way to implement two way integration. I.e the data flow from workday to Virtual Agent and Virtual Agent to workdayIf possible, can we create a topic block or action block so that it can be used in multiple flows of virtual agent.
Virtual Agent Rest API Live Agent responses not being sent back
I've been through the wide variety of documentation and videos. Many of them are a couple of years old or older.My development environment is Xanadu. I've configured the rest api and I'm able to connect via Postman, start a conversation, start a liv...
Resolved! Live Agent receives my messages but I can't get a response.
I have been building an integration with a virtual agent using CCIF as a framework according to the ServiceNow documentation. In my external chat, I can start the conversation, receive the greeting, automatic messages, topics, I can select the "live ...
