Predictive intelligence is not working properly
I have created a use case to predict assignment group and when testing prediction it works fine. But when creating a ticket, the prediction is not applied, nothing happens really. What I am missing?
Forum Posts
Translate VA Chat Header
Hello everyone, I have a request to translate the VA Chat header according to the language of the logged in user so if the user's language is French or Polish we need to display the header translated.I have tried the steps mentioned in this KB Transl...
Virtual agent message changes
I would like to change the message “what would you like to do” when the submit button is displayed when creating a record by the record producer in the virtual agent.Could you please tell me how to change it?
feasibility of embedding thirty-party chatbot into ServiceNow Portal
Dear all, Our team wonders if it is possible to embed a thirty-party chatbot widget (with HTML iframe, such as intercom bot (https://www.intercom.com)) into ServiceNow Portal. If possible, could you show me the demo video or documentation? THanks a...
How to embed 3rd party chatbot with Employee Center
Hello,I'm configuring to embed 3rd party chatbot with Employee Center. But I've no success. I've reviewed and made some configuration on our dev instance through "feasibility of embedding thirty-party chatbot into... - ServiceNow Community"But when I...
Where we can get the fallback topics variable value?
Hello Community,In the fallback topics , there are several variables defined like _topic_sorry_msg,_topic_not_found_msg. Where exactly the values of these variables are defined ?Actually, I have to change the values, whenever any fallback topics is f...
How to use search box in VA to select the user name
Hi, I have used Dynamic choice input to show the list of users in a VA topic. However, when I am using VA through teams, the search part is not working and only displaying 10 records as it is set in the property by default. I want to show only the se...
Virtual agent and Contextual Search not working
Hi everyone,I can't seem to find the reason why my topic does not work. I followed step by step the guide: How to configure and use Topic Blocks in Virtual Agent - Support and Troubleshooting. Nothing seems to solve the issue. Basically, I want it t...
Testing Live Agent Messages
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 ...
Add a Custom Greeting to a certain KB article page
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...
How to restrict the fall back topic in virtual agent?
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...
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
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.
