Live chat not getting routed to available agent and after chat ended still it shows active
Live chat not getting routed to available agent and other issue is after chat ended still it shows active and gets into closed complete state after an hour.
Forum Posts
Resolved! System Property to hide / disable "Show me everything" button is not working - Virtual Agent
Hei all, i am facing the issue, that the system property "glide.cs.disable.show_me_everything" is not working. Even though I changed the value to "true" the button "Show me everything" will be displayed in the Virtual Agent Chat. Can anyone help?T...
Trigger Specific Virtual Agent topic in external webpage
Hello, I have been referring @Victor Chan's article for embedding VA in external webpage using link 'https://www.servicenow.com/community/virtual-agent-nlu-articles/how-to-embed-virtual-agent-in-an-external-site-updated-for-tokyo/tac-p/3118641#M1454...
Live Chat automatically abandoned once the available agent click the accept button
Hi Guys,New I'm new in Agent Workspace, we encounter an issue when the live chat automatically abandoned once the available agent click the accept button and its a bit tricky because it only affect 1 agent only it not happen to other.Is there anyone...
Virtual Agent receive only initial response MS Teams
Hi all, I have been able to integrate the Virtual Agent to MS Teams and it was working up until before the weekend (Monday now). Gets past the initial message and seems to follow the flow in designer. I made changes immediately after the initial conn...
Solution KB1116734 inaccessible: End Conversation is disabled in the VA chat
Hi, Can anybody share the contents of knowlegde article KB1116734 from hishowcase?https://hishowcase.service-now.com/kb?id=kb_article_view&sysparm_article=KB1116734We have the same problem. When i try to access the knowledge article i get:This articl...
live chat virtual agent servicenow Unable to view the live chat count
in live chat virtual agent ServiceNow Unable to view the live chat count, if a agent is working on 3 chats at a time but still in interactions service operations workspace monitoring queue the number is showing wrong please help solve this issue in S...
Integrate custom built bot
We have built a custom bot and would like to integrate that with service now and be another bot along with virtual agent bot?Can someone guide how to integrate and create another bot application with in service portal. Thanks!!Krishna
can we enable virtual agent on native view for ppm module instead of portal?
Want to enable virtual agent for PPM module. The requirement is to have virtual agent visible on native view only not on portal. will that be a possible as out of the box virtual agent can be enable in portal. Can we configure it on native view and h...
Resolved! End Conversation is disabled in the VA chat
Hi , I am using the customized greeting in Virtual agent as welcome greeting and the entire flow includes a greeting along with next steps of the flow to submit a ticket. The end conversation action is disabled/not accessible when using the custom g...
Transform Map Creating New Records Instead of Updating
I am using a Transform Map to update the CMDB table with Serial Number as the coalesce field.Some serial numbers have spaces, like: VMware-42 24 b5 45 02 a9 6a 36-d3 75 78 ad f6 61 8b 41.When the Transform Map runs, it creates a new record instead of...
How to create your own Custom Control
Hi all, Wondering if anyone has been successful with building their own Custom Control for Virtual Agent and willing to share the how to. So far I have seen no examples of building a Custom Control, and the Docs pages are incomplete. I have tried...
research chat state reason error
There is a field in the Interactions called State Reason. I have some chats that are randomly in the State Reason "Error"This is the message the user see's in the chat:"Virtual Agent: I'm having technical issues and won't be able to continue this con...
Resolved! How to hide or remove 'SKIP' option or button in Agent Chat Bot
In Agent Chat, the 'skip' option appears automatically by default with Choice datatype.I am using a survey with questions that have only two options set with the Choice datatype, but additionaly the 'skip' button automatically appears on the Chat Bot...
Enable Virtual Agent on Share Point
Hi I am checking an feasibility that, Can we add Virtual Agent Chat Option on Share Point? so that client users can access Virtual Agent from there also. @Mark Roethof @Mark Roethof kindly share any docs or suggestion on this Thanks
