We are having an issue with Agent Chat where if a user or agent enters the ticket number in the chat then the chat is automatically closed. It appears what is happening is that the "Assocate Record" option is being engaged and associating the Interac...
Hi all, I am attempting to turn on the ability for a user to speak a language other than the preferred language set on their HR profile and have the VA switch to that language and continue the conversation in that language, but I am running into a we...
There is a requirement to create incident whenever user is trying to connect to live agent. If there is no agent present, we can create incident easily but if agent is present and not accepting or rejecting the chat then there should be incident crea...
Hi,Initial bot to bot transcript is not added to the interaction transcript but I can see it in the agent chat window..Only messages starting from connect to live agent get captured in the transcript.Can we capture the history of the chat that happen...
What is the name of the OOTB knowledge search flow for the chatbot? Do I need to download any plugins?Based on the information I found online, I have installed two plugins:Glide Virtual Agent [com.glide.cs.chatbot]: Used for creating new flows.ITSM V...
Hello, I have noticed that some catalog items display differently in the Virtual Agent chat when presented in the chat. I've tracking it down to the VA render type on the catalog item. My issue is, most of them are set to Popup but a few are Window ...
In virtual agent how to get the date in transcript downloaded option in live agent chat
Hi all, I am seeing this error after moving my virtual agent topics to UAT from DEV. I only see this in UAT and not in DEV and it goes away as soon as I publish it. Curious about why this is, if anyone knows the fix to this issue other than manually ...
I am facing a issue, live chats waiting in the queue are not getting assigned to the available agents and are getting abandoned.this is happening only for few chats, some chats are getting assigned and some are not getting assigned to the agents and ...
We have the Virtual Agent setup in a couple of areas internally via portal pages and externally via Teams and our main website. The main reason for having it externally via our website is so unauthenticated users can get help via the support pages we...
Hi Experts, I'm trying to load virtual agent web client into a sharepoint page. If already authenticated to SN instance then loading va web client in sharepoint page is fine. However, if user not already authenticated into SN instance, then need to t...
Hi, I'm making a POST request to my VA API with the following payload: { requestId: uuidv4(), enterpriseId: 'ServiceNow', clientSessionId: conversationId, message: { text: message, typed: true, }, u...
I am currently working for a client who's virtual agent is split in experiences after the greeting. Currently we are developing an analytics dashboard that will only show data on conversations that opened with the response we want. We're having an is...
I am facing live chats abandoned, in which some chats cancellation reason is "Manually assigned"I am not able to figure out the meaning of this and how this happened.
Dear all, I am following the documentation to integrate ServiceNow and MS Teams. As you can see I have installed the Azure App and Request based Chat: However, when I try to type 'hi' in Chat in ServiceNow for Teams on MS Teams, I get no response.：...
