Hello, Is there a way to test ServiceNow's Live Agent with "admin" role in the DEV environment? I made a change to a queue initial agent response and wanted to test to see if the change was successful. However, in the DEV environment when Live Agent ...
I created a custom greeting and need to add that greeting to a certain KB article page.I tried URL and tried page with no success.The Default greeting appears instead of the Custom greeting.Maybe because the KB article page opens using the Portal URL...
Hi all, I am trying to restrict the fall back topic of virtual agent to 2 attempts as it recognizes two attempts it should ask do you want to connect with live agent? Note : We are not using the servicenow connect support or agent workspace to route...
Error MessageSome features may not be available because the connection to NLU Service is not available. Please try again after sometime, if the issue persists log an issue with Support
Hello, Are numbers captured for how many times a knowledge article is viewed from Virtual Agent, i. e. where a knowledge article is presented to a user through VA and they click on it? I have not been able to report on this for our Virtual Agent rep...
Hi Guys , i have created a create incident topic block but here i am getting this : Your test phrase triggered a different topic. Go back to the NLU Settings tab and make sure this phrase is tied to the correct intent. service now virtual agent, pl...
How can I access the data source of Genius Results (triggered vs. clicked) metrics from AI Search Analytics Dashboard because I would like to know why we are missing "% of Clicked" rates.
I'm following KB0830796 to restrict Virtual agent icon for our pilot. Even as security admin, I am unable to update the roles. When I go to the widget, the Roles field appears and disappears. Is there another way to edit the security settings? @Vic...
Hi there, I'm looking for some guidance on how to disable specific Knowledge Articles from being suggested by the Virtual Agent in ServiceNow (specifically, in Xanadu). A requirement is that only relevant Knowledge articles are available to users thr...
Hi,We have configured a custom Agent Chat and Branding for a custom CSM portal. The Virtual Agent and branding on the new portal are working fine as admin, but customers still see the default branding when accessing VA on the new portal. Did we miss ...
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. A business requirement that we've been asked to explore is when you open a new chat window w...
Hi everyone,I’m working on integrating Virtual Agent with a Messaging Application and have a few questions regarding the flow of conversations. Here’s the scenario:When a user sends a text input, a conversation is triggered in Virtual Agent. This is ...
Hello there, Does anyone know how to set a fallback topic and how it will be triggered? My requirement is that after the end of 5 topics, it should display the fallback topic. I have created a topic block for the fallback topic. How can I achieve thi...
We've found that when using a search term to have Virtual Agent serve up catalog items, after clicking the widget to navigate to the record producer/catalog item, the page is missing variables from the record producer. Does anyone have any insight on...
Live chat not getting routed to available agent and other issue is after chat ended still it shows active and gets into closed complete state after an hour.
