Hi, It seems that there are two search fallback topic named FAQ Search fallback topic and Search Fallback topicI would like to know the difference.The former would search FAQ knowledge article only and the latter would search All type knowledge artic...
Hello experts,Do any of you have any idea on the subscriptions needed for AI search? Is it available for ITSM Standard or ITSM Pro?Or does it need another subscription set? If you have any form of link or documentations on this it would be very much ...
Hello, I configured the virtual agent api and I can see endpoint is good. However, I want to change the bot who is answering the calls. I saw there is an option to send the property "nowBotId" on the payload to identify which bot should reply. I ha...
Hi All,We have an issue wherein when the manager goes to agent workspace and open an HR Task with checklists it loads more than 5sec when it used to load less than it before in classic workspace. Has anyone experienced any slowness when loading recor...
Hello everyone!I am using Now Virtual Agent on Slack. The following issue has occurred:When the text response contains an HTML tag, Slack receives an image, and some characters are not displayed correctly.I would greatly appreciate your help!Thank yo...
Hi experts,I working on retrieving list of messages associated with one interaction to create a summary of that interaction. I am not able to identify how conversation table is associated with interaction table ( what is the key(ID) connecting both o...
Hello all,It seems with the Washington update or one of the more recent updates, the "Close Chat" button for the VA Chat Popover Component in UI Builder is now covered by the conversation window, regardless of where the component is positioned:(not o...
Dear experts, Now i am using Virtual Agent Analytics. I want to use the data of Topic Usage (Topics -> Topic details -> Topic Usage). Do you know where it is (name of the table containing this data)? Thanks a lot.
Hi Everyone,I have noticed, that the Survey topic set in the Custom greetings and setup -> Default chat experience -> Setup topics is triggered only if the conversation ends in a "normal" way. User ends it, agent ends it, topic reaches end etc. but i...
Hey I was wondering if anyone's come across this before! Our marketing team are looking to add a button or link on the website to open the chat window- we have the chat embedded in the external website, we just want to add an extra link like "Click ...
Hi All Does anyone know how bookable time slots can be removed from a walk up location. We have the situation where a techincian is going to be out of the office for 1.5 days, so we need to stop people booking slots. We have a scheduled of Monday to ...
Hi.After the upgrade, the Virtual Agent is not working as expected.There is a fallback topic in case an Agent does not accept or reject an Interaction in Agent Workspace. If the max time is reached, it should display a fallback topic (this was workin...
when I select one of the choices (for example -'A' /'B'/'C' ) AND once I send my question to virtual agentthen I will be presented with the top 5 results from the AI Search (list of knowledge articles and/or catalog items/record producers that are re...
Can virtual agents and proactive triggers be used on an external website? We want to set up a virtual agent on a website for citizens. We have the VA set up, when we try to do proactive triggers, there is no communication to the external website fo...
Hi All,We've created a few custom topics, such as "My assets" and "Create Incident".When the user selects the "My asset" topic, the corresponding flow is triggered. If the user enters "I want to create Incident" in the middle of the flow, it should r...
