I am trying to add logic to a Virtual Agent topic block to handle the case where the end user requests a transfer to a live agent, agents are available, but no agents respond in their given timeline, effectively "timing out" the chat. Here's a screen...
Hi @Victor Chen We would like to know that if we search something like create an incident in MS co-pilot, it is giving the results but to actually perform the task it is routing us with the links provided to now virtual agent chat window in MS teams...
so, i have a usecase in servicenow that I have to send a virtual agent notification to the user, I need to add it in a flow and it waits for 20 mins if the user interacts with the record. the thing is i have created a virtual agent topic, attaching t...
Hi everyone,I’m currently implementing an AI Agent to help users create incidents through chat. The agent asks a few clarification questions, drafts the incident details, and then creates the incident after user confirmation.We would like to allow us...
Hello everyone, I have a requirement to change the background color for these buttons and apply a custom red border to it.Changing background color , I have done it via sys_cs_branding_setup and I am looking for a solution to apply a red border. Than...
Hi Team,I am working on a custom Service Portal dashboard and have the following requirement:Display a "Request Progress Timeline" where Job requests are grouped by their current state and displayed from left to right in the following order:DraftAud...
Hi everyone,I'm working on a use case where I've created an AI Agent in AI Agent Studio. The AI Agent is designed to interact with end users who want to integrate ServiceNow with a third-party application. It asks a few questions to gather the necess...
I have a topic that is active and accessible via Virtual agent. The problem is when I am trying to update the Topic it is not displaying in the Designer. I can see the topic is existing in the sys_cs_topic table, however the CB Topic ID (that looks u...
Hi all,I'm using the Virtual Agent Conversational Catalog, where users order catalog items through chat instead of the standard Service Catalog UI.I'm struggling to track these requests afterward. Specifically:Can I distinguish RITMs/REQs created via...
hi,When Live agent is not available, we are sending a message as below[Please ask your question <a href="/sp?id=support_case" target="_blank" rel="noopener noreferrer">here</a>. " ]this is existing code in bot response message. It is opening support ...
Any links to solve the simulator task "Create Entities (Content)" and "Train the NLU Model (Content)" for virtual agent assessment simulator (xanadu)
Hello!I was creating new Vocabulary Sources and Entities for one NLU Model (it's included in a Multi-lingual NLU Model set). After creation, I trained the model, and then when I tried to test in the NLU Workbench, the website threw an error:Exception...
Hi, We have a report an Incident button in our portal. When a user click on that button it should open the Virtual Agent with Report an Incident topic. we were able to Open VA on click of the button, but unable to start the topic automatically. Is th...
Hi, Could you please help me i am strggling to disable history and show only 24 hours of history to users on the virtual agent chat. If i use skip_load_history: true in server script of agent chat record. it is disabling all history also when user is...
We have Virtual Agent and MS Teams integrated, when users are in Teams using VA and go to live chat, there are times the user gives the agent a thumbs up. The agent does not know the user gave a thumbs up unless the agent is remoted into the users co...