Virtual Agent Category and SubCategory
Hi, I want to add a subcategory below the category 1 in VA'category 1' -> 'help' ->' greeting custom'
Forum Posts
Is there any way to make ticket in progress if user reply on MS teams from conversation services.
Is there any way to make ticket in progress if user reply on MS teams from conversation services. I am able to make ticket in progress through sn_tcm_collab_hook_ms_teams_chat table when ticket is updated but it does not have any field which can ide...
Resolved! How to show estimated wait time when transferring from VA to live chat
We would like to show the estimated wait time in virtual agent when user tries to connect with a live chat representative from the topics. We've noticed that the estimated wait time is shown when trying to connect to live chat from the 3 dot menu. C...
Resolved! Virtual Agent Slack Integration - Now Assist
Hi, we are currently looking into implementing Now Assist for Virtual Agent and our primary front end user interface for Virtual Agent is in Slack via the Virtual Agent Slack Integration. I have not been able to find any official documentation on if...
Resolved! I don't know the catalog_item_id of my topic block
Now I have got two topic blocks Request catalog item and Request catalog item2. They are all the same. However the question is, when I use the first topic blocks, I know the catalog_item_id of my topic block. So the Virtual agent done well in testin...
Virtual Agent Integration
I'm working on to integrate virtual agent with MS teams. Can anyone provide any documents or materials that could help me in doing the integration?.
Can there be 2 bots within same instance?
Hi, We have servcie now platform with same instance for both HR and ITSM.However, we want to have separate bots for both HR and ITSM. Is it technically possible?
Virtual agent Two way integration
Is there any way to implement two way integration. I.e the data flow from workday to Virtual Agent and Virtual Agent to workdayIf possible, can we create a topic block or action block so that it can be used in multiple flows of virtual agent.
Resolved! Live Agent receives my messages but I can't get a response.
I have been building an integration with a virtual agent using CCIF as a framework according to the ServiceNow documentation. In my external chat, I can start the conversation, receive the greeting, automatic messages, topics, I can select the "live ...
Resolved! Is it possible to get output from topic block?
Hello Experts, in virtual agent I have a topic block called "Survey" which I added to my setup topic. I would like to display link depending on choices made in survey. Is it even possible? Kind RegardsKuba
Live agent intent not available on my NLU model
I created a flow in Virtual Agent on my PDI (Washington release), but I can only see two intents in the list for the 'Setup Topics Model'. I want to use the Live Agent intent for my flow. Additionally, I see this error message on the home page:'Some ...
How to use single UI action at Form action and List action
Hi All,I have a requirement to create a UI Action(close task). This Ui action has to be available in both Form Action and List Action. Please suggest how to utilize both Form and List actions by using a single UI action creation.Best Regards,Pavan.
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,
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...
