adding chatbot/virtual agent in csm workspace
How to add existing chat bot or new virtual agent to csm configurable workspace?
Forum Posts
Start Pre-Chat survey from a topic
I have found vidos of the pre-chat configuration if you want the survey to auto launch right when VA is opened. Is it possible to kick off these pre-chat surveys right before handing the employee off to the agent instead? Use case: Employee search...
Set agent status in agent workspace
Hello , Can somebody help me to understand how does manager set the agent status to offline when he has logged out ?I have activated the scheduled job AWA - Set Inactive Agents Offline , but how do i test it . From where and how does the manager set...
Use NLU on VA input setting
I noticed this awhile back but kind of need to figure out where this went. There used to be a toggle on the input components to use the NLU. This was helpful for the Choice and Boolean components.I would share what it looked like but since it is not ...
VA - how to close chatwindow in onload of page
hi,When Live agent is not available, we are sending a message as below[Please ask your question <a href="/sp?id=support_case" target="_blank" rel="noopener noreferrer">here</a>. " ]this is existing code in bot response message. It is opening support ...
Resolved! Abandoned chat message stop sending
When users just leave the VA chat, VA closes that chat after 2-hours. It sends a message to the user at that time. This is not an issue for web portal chats, we have Teams integrated and the chats coming from Teams is where the "noise" comes from. An...
Now assist chat header is not fully visible
Hi, why chat header name is not visible completely, is there any property is set the length or size.
Retest each utterance
Hey guys,I'm stuck on the last task.The task is to test the NLU model to see if the 'InternetIssues' intent is returned with a confidence threshold of 80%. However, I'm only getting a 60% confidence threshold. How can I improve it to reach 80%?Thanks...
Virtual Agnet - Show me everything not working
The 'Show me everything' topic picker, which is intended to appear in the Virtual Agent greeting message, is not consistently displaying for users who initiate a new conversation within an existing, active session. Specifically:Expected Behaviour: Wh...
Restrict Virtual Agent Bot Conversation Flow and History
Issue Summary:Virtual Agent bots for SP and ESC portals are reflecting the same message when chatted simultaneously, and history is being shared between the two bots.Steps to Reproduce:1. Configure two Virtual Agent bots for SP and ESC portals with d...
Name of the MS Teams Custom App integrated with ServiceNow (on the MS Teams Sidebar not the chat)
Is it possible to modify the name (f
How to improve search capability for virtual agent
Hey Everyone,I need some help for the below mentioned issue.If an user search for " I need a laptop" the relevant results should be based on "laptop", but I'm getting some irrelevant results based on the "need". How can we achieve this ? How can we g...
I have replaced the Virtual Agent icon, but the default icon is still showing up over the new one
As the title states, I have replaced the virtual agent icon following the steps for changing the icon for agent chat detailed in this article. The image below is what I am seeing along with the code I am using to set it in the portal theme -> CSS Inc...
Resolved! Virtual Agent Profile Icon Not Updating
I created a Bot Profile in ServiceNow with an image, but it still displays the default Virtual Agent branding image instead of the uploaded picture
Search Knowledge Base topic Not Available
Good day fellow ServiceNow Enthusiasts Our client is seeking assistance to setup their Virtual Agent Lite. Their requirement is that the chat bot should provide a KB Article being asked during the chat conversation. However upon checking the Search K...
