nlu error
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
Forum Posts
Knowledge viewed with Virtual Agent
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...
virtual agent topic is not triggering.
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...
Genius Results (triggered vs. clicked) missing "% of Clicked" rates.
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.
Resolved! Restrict Virtual Agent for Pilot
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...
Resolved! Hide certain knowledge articles from ServiceNow Virtual Agent
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...
CSM customers not seeing custom virtual agent branding
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 ...
Resolved! Virtual Agent - Add Create an Interaction to New Menu Item
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...
Guidance on Controlling Topic Discovery in Virtual Agent for Messaging Applications
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 ...
Fallback in virtual agent
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...
Record Producer does not match Virtual Agent "Request this item" content popup version
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 after chat ended still it shows active
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.
Resolved! System Property to hide / disable "Show me everything" button is not working - Virtual Agent
Hei all, i am facing the issue, that the system property "glide.cs.disable.show_me_everything" is not working. Even though I changed the value to "true" the button "Show me everything" will be displayed in the Virtual Agent Chat. Can anyone help?T...
Trigger Specific Virtual Agent topic in external webpage
Hello, I have been referring @Victor Chan's article for embedding VA in external webpage using link 'https://www.servicenow.com/community/virtual-agent-nlu-articles/how-to-embed-virtual-agent-in-an-external-site-updated-for-tokyo/tac-p/3118641#M1454...
Live Chat automatically abandoned once the available agent click the accept button
Hi Guys,New I'm new in Agent Workspace, we encounter an issue when the live chat automatically abandoned once the available agent click the accept button and its a bit tricky because it only affect 1 agent only it not happen to other.Is there anyone...
