I am facing a issue, live chats waiting in the queue are not getting assigned to the available agents and are getting abandoned.this is happening only for few chats, some chats are getting assigned and some are not getting assigned to the agents and ...
We have the Virtual Agent setup in a couple of areas internally via portal pages and externally via Teams and our main website. The main reason for having it externally via our website is so unauthenticated users can get help via the support pages we...
Hi Experts, I'm trying to load virtual agent web client into a sharepoint page. If already authenticated to SN instance then loading va web client in sharepoint page is fine. However, if user not already authenticated into SN instance, then need to t...
Hi, I'm making a POST request to my VA API with the following payload: { requestId: uuidv4(), enterpriseId: 'ServiceNow', clientSessionId: conversationId, message: { text: message, typed: true, }, u...
I am currently working for a client who's virtual agent is split in experiences after the greeting. Currently we are developing an analytics dashboard that will only show data on conversations that opened with the response we want. We're having an is...
I am facing live chats abandoned, in which some chats cancellation reason is "Manually assigned"I am not able to figure out the meaning of this and how this happened.
Dear all, I am following the documentation to integrate ServiceNow and MS Teams. As you can see I have installed the Azure App and Request based Chat: However, when I try to type 'hi' in Chat in ServiceNow for Teams on MS Teams, I get no response.：...
We are looking at how to go about integrating a 3rd party chat system within our existing ServiceNow Virtual Agent setup. The end user will continue to use ServiceNow Virtual Agent through Employee Center to initiate the chat. At the point they reque...
Is it possible to show the request options in a list view in Teams Virtual Agent vs having to scroll right or left?
We use the Virtual Agent using the Bot2Bot integration, leveraging the Virtual Agent API. In this request, we send a number of parameters in the request body. Inside a Virtual Agent Topic, how can we then get access to information of the invoking e...
Dear all, I am exploring the Virtual Agent API.Everything works fine, but I have a question regarding the Designer. When I send REST API command to trigger a topic, I pass variables.(clientSessiondId in the screenshot below). But I don't know how t...
Contextual Search key words should display the KB Articles that matches the short description only, KB Articles that has the matching key words in KB Article Body shouldn't be displaying...
1. I clicked on "Show me everything". 2. Clicked on any topic from the list 3. I am getting an error stating : "[preview only] Your test phrase triggered a different topic. Go back to the NLU Settings tab and make sure this phrase is tied to the co...
I have created a use case to predict assignment group and when testing prediction it works fine. But when creating a ticket, the prediction is not applied, nothing happens really. What I am missing?
Hello everyone, I have a request to translate the VA Chat header according to the language of the logged in user so if the user's language is French or Polish we need to display the header translated.I have tried the steps mentioned in this KB Transl...
