Today, we have reports on a Dashboard that shows:How many users are in the queueList of users with short description of what they need help with and the transfer to live chatHow many active answered chats (chats in progress)List of Technicians in cha...
Hi everyone, I recently activated the Request Status AI Agent to allow users to check ticket statuses via the Virtual Agent (using Now Assist).I am encountering an issue where the results differ depending on the interface. When testing via thePortal,...
Hello, I need a help on the live agent reconnection after max wait time .We have created a custom topic for live chat and When user receives the message after max wait time hits, its not connecting with agent again if they type retry connecting or li...
Hi All, Post implementation of Now Assist for Virtual Agent, along with the activation of the Create Incident agent, live agent support is no longer provided at the initial interaction. Instead, end users are given the option to create incidents dire...
Enable Service Portal Web Client - Failed : Virtual Agent Lab: Please Find Attachment1. I completed PDF lab document given for this specific task but it hints "Configure Agent Chat in a portal" with link https://www.servicenow.com/docs/r/platform-use...
Hi! I'm working on creating a Fallback topic (let's call it F1) which fires when the conversing user expresses dissatisfaction with the search results within Virtual Agent. Currently, I have a custom fallback (F2, view attached image) (VA Settings ->...
Hi Everyone, I'm currently looking for a way to add the Chat panel in my team workspace using UI Builder. Is there any component that is available to add the Virtual Agent or any conversational agent panel in the workspace. We are not looking f...
Hello everyone! While running the Virtual Agent Simulator (Course), I was unable to create the intents in the Create NLU Intents (Content) step using the Lab Instance, as I was encountering the following error: "Some features may not be available bec...
I am working on removing the "Heres what you can do next" section from the virutal agent now assist response. The article linked below mentions setting "sn_nowassist_va.enable_suggested_actions" system property to false, but this is already set to f...
Hello, We duplicated and remade all Virtual agent reports from Conversation Dashboards, Platform analytics. The main reason was to remove all notifications from these reports since updates on tickets are also sent as Actionable notifications (Teams a...
Good day! I am creating an email notification that has a link to a virtual agent chat window that directly points to a specific catalog item that is conversational. I dont have a specific topic for ordering a catalog item and we are using Employee Ce...
Hi, I would to know how to configure the visibility of Virtual Agent chat (the Pop-up that appears in the catalog portal), for a specific country. I understand how to do it with topics, I just need to know if there's an UC specific to make it visible...
How to recognize whether an interaction record is created by Virtual Agent Live Agent? We see if the record in interaction table is created by virtual agent chatbot, the record assigned to is virtual agent, however if it's created by Live Agent, don'...
Hi All, In conversational analytics dashboard, there is a platform analytics dashboard: Conversational analytics - overview which is OOB dashboard and is in Global domain. But whenever I am trying to see the dashboard in other domains, it shows co...
Is there an ability turn on/off Dynamic Translation for Virtual Agent and Agent Chat based on portal (e.g. want it to work on the Service Portal but not on the Employee Portal). Since this isn't supported OOTB, is there any workaround we can provide ...