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.
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...
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...
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...
Hi all, I have been able to integrate the Virtual Agent to MS Teams and it was working up until before the weekend (Monday now). Gets past the initial message and seems to follow the flow in designer. I made changes immediately after the initial conn...
