Can we tell if user clicked a link?
As we all know, the Fallback topics present links to KB articles or Catalog items.Is there any way to check if a user clicked on one of the provided links? There has to be a way! I hope!
Forum Posts
Mutiple active Conversations in virtual agent in single portal
Hi All, I Had a Requirement in virtual agent were user can have Multiple Active Conversations Running parallelly with different queries with Virtual agent in single portal is it possible or not? Can anyone please provide any suggest...
Resolved! Agent Chat Portal Conversation
Good day all,We are in the process of migrating to AWA and Agent Chat. Up to this point, I have AWA configured with queues and have agent chat configured. When on the portal and a conversation is initiated, the agent receives this as a chat. (The a...
Why paylod structure for message type rich is diffrent for same task under sys_cs_conversation
now/sow/record/sys_cs_conversation/6ebf26a393981a50936b75dcebba106b/params/selected-tab-index/1. this lands you to the conversation message under one interaction. Here I wanted to create a summary of the entire conversation.The issue I am facing is p...
Question: Custom Bots, Bot Interconnect, Virtual Agent, and AI Search connections.
Has anyone successfully setup Virtual Agent Bot Interconnect with custom bots? Looking to make topics and AI Search fallback available to bots created by other teams within the organization.Documentation can be hazy or confusing in some areas. While ...
Virtual Agent not returning correct results when referencing KB articles
Hi All, I'm still quite new to ServiceNow and have been lingering through documentation/community posts. Hoping someone a bit more seasoned can help me here. I’ve been having a bit of trouble navigating NLU & AI Search work in conjunction with one an...
Difference between FAQ search fallback and Search Fallback
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...
What is the subscription for AI search?
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 ...
Resolved! Virtual agent api how to identify the user and also the bot who is answering
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...
Configurable Agent workspace widget slowness
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...
text response converted to image response
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...
Resolved! How interaction is associated with conversation?
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...
Close Chat button covered by chat window (UI Builder - Requester Chat Popover component)
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...
Where is the table for Topic Usage in Virtual Agent Analytics
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.
Virtual Agent survey on faulted/timed out conversations
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...
