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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...

Community Alums by Community Alums  
  • 2342 Views
  • 2 replies
  • 0 helpfuls

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...

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David129 by Tera Expert
  • 773 Views
  • 3 replies
  • 1 helpfuls

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
  • 877 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
  • 509 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
  • 965 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
  • 1229 Views
  • 2 replies
  • 0 helpfuls