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Translate VA Chat Header

Hello everyone, I have a request to translate the VA Chat header according to the language of the logged in user so if the user's language is French or Polish we need to display the header translated.I have tried the steps mentioned in this KB Transl...

Virtual agent message changes

I would like to change the message “what would you like to do” when the submit button is displayed when creating a record by the record producer in the virtual agent.Could you please tell me how to change it? 

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TAKAHIRO by Tera Contributor
  • 838 Views
  • 5 replies
  • 0 helpfuls

Where we can get the fallback topics variable value?

Hello Community,In the fallback topics , there are several variables defined like _topic_sorry_msg,_topic_not_found_msg. Where exactly the values of these variables are defined ?Actually, I have to change the values, whenever any fallback topics is f...

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Drishti by Tera Guru
  • 472 Views
  • 1 replies
  • 0 helpfuls

Virtual agent and Contextual Search not working

Hi everyone,I can't seem to find the reason why my topic does not work. I followed step by step the guide: How to configure and use Topic Blocks in Virtual Agent - Support and Troubleshooting. Nothing seems to solve the issue.  Basically, I want it t...

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ilyassS by Tera Contributor
  • 886 Views
  • 4 replies
  • 0 helpfuls

Testing Live Agent Messages

Hello, Is there a way to test ServiceNow's Live Agent with "admin" role in the DEV environment? I made a change to a queue initial agent response and wanted to test to see if the change was successful. However, in the DEV environment when Live Agent ...

TerryC03 by Tera Expert
  • 1124 Views
  • 2 replies
  • 0 helpfuls

Add a Custom Greeting to a certain KB article page

I created a custom greeting and need to add that greeting to a certain KB article page.I tried URL and tried page with no success.The Default greeting appears instead of the Custom greeting.Maybe because the KB article page opens using the Portal URL...

Lynda1 by Kilo Sage
  • 582 Views
  • 3 replies
  • 0 helpfuls

nlu error

Error MessageSome features may not be available because the connection to NLU Service is not available. Please try again after sometime, if the issue persists log an issue with Support   

alrafay182 by Tera Contributor
  • 355 Views
  • 1 replies
  • 0 helpfuls

Knowledge viewed with Virtual Agent

Hello,  Are numbers captured for how many times a knowledge article is viewed from Virtual Agent, i. e. where a knowledge article is presented to a user through VA and they click on it? I have not been able to report on this for our Virtual Agent rep...

rhutch by Tera Contributor
  • 698 Views
  • 5 replies
  • 0 helpfuls

virtual agent topic is not triggering.

Hi Guys ,  i have created a create incident topic block but here i am getting this : Your test phrase triggered a different topic. Go back to the NLU Settings tab and make sure this phrase is tied to the correct intent. service now virtual agent,  pl...

tGhadage by Tera Contributor
  • 819 Views
  • 4 replies
  • 0 helpfuls