Is there a list how to configure VA demo for HR and IT?
hi all, Is there a psot with the list of steps how to configure VA demo for HR and IT? thanks,
Forum Posts
How to pass tags in a new line JSON Format
Hello, I need to Pass tags <Remove>R</Remove> in a new line like below, I tried using \n but i am not able to add in a new line how do i pass ? "Content": [{"ID": "123","Name": "Name1"<Remove>R</Remove>}{"ID": "1234","Name": "Name2"}] Here is the s...
Virtual Agent API ( not getting complete agent info to the webhook, when live agent replies to user)
Hi,I am not getting complete agentInfo object("agentName" and "agentAvatar" is missing in the below screenshot) when the agent Replies, this JSON we are getting to a webhook, that we have configured in All>Outbound>RestMessage > VA bot to bot. Earlie...
Resolved! Content Field in POST Call REST Message
Hello All, Need help on how to pass array values into a JSON object dynamically,Below is the post method payload format i needed "Content": [{ "client": "123", "Name": " Name1 "},{ "client": "123", "Name": “Name2 "},{ "client": "123", "Name": "Nam...
Issue with Default Fallback Triggering for Untrained Utterances
Hi,Our requirement is to ensure that any untrained utterance a user provides should trigger the default fallback. However, we observed that even though the utterance "create account" hasn't been trained, the system responds with "Thank you for using ...
where is the "continue this topic" button configured?
Hi,We are experiencing the message "I want to be sure I got this right" is being triggered unexpectedly.And also we referred this below document(https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1554738)which states that this mes...
Agent Chat closing automatically when ticket number entered
We are having an issue with Agent Chat where if a user or agent enters the ticket number in the chat then the chat is automatically closed. It appears what is happening is that the "Assocate Record" option is being engaged and associating the Interac...
Dynamic Language Switching Not Working in Virtual Agent
Hi all, I am attempting to turn on the ability for a user to speak a language other than the preferred language set on their HR profile and have the VA switch to that language and continue the conversation in that language, but I am running into a we...
Create Incident When Live Agent Rejects or Not Accept the chat in Virtual Agent
There is a requirement to create incident whenever user is trying to connect to live agent. If there is no agent present, we can create incident easily but if agent is present and not accepting or rejecting the chat then there should be incident crea...
Bot to bot transcript not available in interaction transcript
Hi,Initial bot to bot transcript is not added to the interaction transcript but I can see it in the agent chat window..Only messages starting from connect to live agent get captured in the transcript.Can we capture the history of the chat that happen...
Resolved! I want to find the OOTB knowledge search flow
What is the name of the OOTB knowledge search flow for the chatbot? Do I need to download any plugins?Based on the information I found online, I have installed two plugins:Glide Virtual Agent [com.glide.cs.chatbot]: Used for creating new flows.ITSM V...
Change the VA render type on a Catalog Item
Hello, I have noticed that some catalog items display differently in the Virtual Agent chat when presented in the chat. I've tracking it down to the VA render type on the catalog item. My issue is, most of them are set to Popup but a few are Window ...
Virtual agent transcript date should come in downloaded option
In virtual agent how to get the date in transcript downloaded option in live agent chat
Virtual Agent Error (unpublished node) after UAT update set migration.
Hi all, I am seeing this error after moving my virtual agent topics to UAT from DEV. I only see this in UAT and not in DEV and it goes away as soon as I publish it. Curious about why this is, if anyone knows the fix to this issue other than manually ...
how to trigger the VA topic from the schedule job
how to trigger the VA topic from the schedule job
