Resolved! Call Support in Virtual Agent
I want to show the helpdesk number of that location to which the user belongs in the Call Support in Virtual Agent .How can I achieve this.If its not possible to modify the OOB ,what is the other option Thanks
Forum Posts
Help identifying source of “Close contact options” tooltip in Virtual Agent support options
Hello everyone,I am working on customizing the Virtual Agent (VA) chat in ServiceNow. In the Support Options dialog, I see a tooltip that says “Close contact options” when I hover over on Support Option(header) the top of the dialog.I have checked: ...
How to segregate VA chat history across multiple portals for a same user in a MSP instance ?
Hi everyone, I'm working on an MSP instance of Servicenow where I have two portals under the same domain. Both portals have virtual agent (VA) enabled for Live Agent Chat.Chats are routed to different teams depending on which portal the end user is l...
Change response of Virtual agent
Hi everyone, Recently while working with ServiceNow now assist, I saw that when a person is searching for something, it is giving him/her 3-4 options but same query asked from some other person it is giving him/her only 1-2 options for the same query...
Resolved! Flow Designer to dynamically update the field that was entered as the action input
Hi All Can someone please help me with my Flow designer action script below which is to update a field value based on the field name entered as the "field" input . (function execute(inputs, outputs) {var user = new GlideRecord(inputs.tablename);var f...
"It seems you have left the conversation" message in VA
If user is not responding for particular time Virtual agents show the message "It seems you have left the conversation" and close the chat. However I want to set this notification for 3 times as a reminder and then close the chat with closing interac...
New VA Topic called 'Dynamic Translation Support Topic'
I noticed in a recent release that a new topic appeared in our Virtual Agent called 'Dynamic Translation Support Topic'. Unfortunately I can't find this topic in the VA Designer, or within the documentation for that matter. Has anyone else experience...
Resolved! Pass variables between topics
Hi,Does anyone know how to pass variables between VA Topics? I have tried using session variables below, I just get a null response in the 2nd topic. It works fine both the set and get methods are within the same topic.Topic 1:var session = gs.getSe...
To calculate the open days of a major problem from opened_at to today, need report that shows count
There is requirement of creating a report of number of days the problem is opened, based on the opened/created date to today for a major problem record, without modifying/creating a field column on Problem table
Resolved! Virtual Agent Multi-Turn Catalog Ordering Fails on Short Description
Hi Community, I’m using ServiceNow Virtual Agent with Multi-Turn Catalog Ordering enabled on a Service Portal. Most catalog items work fine, but I have an issue with one specific item (a Record Producer for logging an Incident). This item includes mu...
Virtual agent
Hello,I’m working on a project in my Personal Developer Instance (PDI). When I try to use Virtual Agent Designer, I get the error:"Upgrade required. Please upgrade to access all features. Contact your Account Executive for more information."Is Virtua...
Question Regarding External MCP Server Connectivity Feature Release
Hi Everyone,Has the "AI Agent Fabric to support Agent-to-Agent interoperability and MCP" been released and generally made available yet? I read in another forum post that it will be available from Q3'25; however, I can't find whether it is available ...
Resolved! Now Assist and integrations with external Agents
Hello Everyone, Just wondering if Now Assist supports integrations with external MCP servers or API based Agents?For example, I have an AI agent built with langChain that does some automation like adding records to Excel sheets.Is there a way to allo...
