We need to configure the following controls in our ServiceNow instance to enable accurate and consistent tracking of Virtual Agent deflection metrics.These controls are specifically aligned with our implementation of LLM-based Virtual Agent topics, w...
Update the Virtual Agent branding to match Cloud Dimensions’ branding task completion help
We are new customers currently rolling out ITSM. We have some old specific use-cases we need to bring with us into ServiceNow without necessarily getting the specific modules yet One of these is a Sustainability Chatbot FAQ style which our ESG staff ...
Hi Community,In our esc portal, the Virtual Agent / Agent Assistant widget icon changes appearance when AI is enabled (it shows the sparkle icon and blue gradient).We would like to change the color of this icon to better match our corporate branding....
Is it possible to have Agent initiated chats to the customer with a Teams integration? It seems like this is possible with Agent-to-Agent with the sidebar tool - but I can't see anything about agents being able to start a chat conversation with custo...
6 Months in trying to setup MS Teams integration and have got absolutely nowhere. I am putting my faith in this wonderful community to help where SN Support have not. We have a single M365 tenant that is shared across multiple divisions (large enterp...
Currently, when no relevant info is found, it will give the fallback message "Unfortunately, there is not enough information available to address this query completely. Assistance can be provided on other topics if needed.“ How shall I update this me...
I want to update the default fallback topic to my own topic, however, I can't find my topic in the "custom topic" list, what's the criteria for displaying my own topic in the fallback topic selection list? THanks.
In virtual agent fallback section, we are allowed to update the fall back button name and fall back topics, however, how to trigger the custom fallback topic directly without clicking the "custom fallback button"? THanks.
Dear SNow Community, I've a requirement to route an incoming voice call on Genesys Cloud to ServiceNow Voice Bot. Could you please point out to step by step for implementing this functionality? Note: I have successfully integrated Unified Experien...
Hi all, I have a question regarding VA that uses the NLU model. How is the model trained? Is the data leaving the ServiceNow Instance? Is the data at any point leaving the ServiceNow instance? Now using now assist by te way just regular NLU. Is the m...
Hello Community, In Virtual Agent, whenever a user uploads a document, the system automatically initiates 'Document Q&A' with the default introductory messages:“With Document Q&A, you can ask questions and gain insights specifically around the conten...
We have Virtual Agent with Now Assist setup and working in our instance. When we provide it with a query that it doesn't understand or cannot answer, it replies with the following message "Unfortunately, there is not enough information available to a...
Hello Experts, We have integrated MS teams with virtual agent. (Conversational integration with MS Teams). For rejection it asks to provide rejection comments in the chat once I click on reject button but I want that to be appear as a popup when I cl...
When a live agent is chatting with an end user and shares a hyperlink, the visible link text appears correct. However, the underlying backend URL is always rewritten to the same ServiceNow Virtual Agent embed URL (sn_va_web_client_app_embed.do), rega...
