Hi Team,We have a Catalog Item in Production with 100+ active RITMs that are still in progress and not yet completed.We recently converted the fulfillment process from a Workflow to a Flow Designer flow. During testing in lower environments, we obser...
Hello Everyone, I currently have an inbound action configured that should write email body to comments + attachment directly within the case.(function runAction( /*GlideRecord*/ current, /*GlideRecord*/ event, /*EmailWrapper*/ email, /*ScopedEmailLog...
Hi All, Is it possible to see the names of users that have had a conversation with the Virtual Agent? It would be helpful if there was a table which contains all the conversations and a 'User ID' column. Our customers are IT users who also work for t...
Hi Experts, In Virtual Agent, how can we automatically close a chat session if the user does not respond for more than 2 minutes during an active conversation with an agent?Is there any out-of-the-box option available to handle inactivity timeout?If ...
Hi Experts, In Virtual Agent, how can we display a message like “All agents are currently offline” when the queue is within scheduled working hours but no agents are available or online?Is there any out-of-the-box way to handle this scenario?If not, ...
Hi All, I'm working on an integration for MS Teams. Use Case:Users can request task, incident, problem, change request assigned to them. Agent and tools are all working inside the instance, but when I test in our Teams environment I'm getting "You do...
Good Day, I built an NLU to invoke the Closing Conversation topic. The NLU is working properly, but the Closing Conversation seems to be running twice. The flow is OOB, and works fine when Any ideas as to why this is happening? When invoked through...
Hi everyone,I’m working on configuring ServiceNow Virtual Agent to search content stored in Microsoft SharePoint and return relevant results within the VA chat. Use Case:When users type something like “leave policy” or “remote work guideline” in the ...
Hi everyone,I’m currently building an AI Agent for Incident Creation that also performs classification (e.g., Business Service and Service Offering).What is the best practice to ensure that the values selected by the AI Agent strictly match existing ...
Hello,When trying to open the chat/clicking on the chat icon on portal, it is starting the conversation without clicking on start a conversation or without clicking on + buttonPre-chat survey or introduction is getting created as soon as clicking/Ope...
Hello Community,I want to change the placeholder text "Please type your request" to "Press show me everything" in the user input box and make the user input box read-only.Any help would be greatly appreciated.Thanks!
This is related to the Advanced Work Assignment and Chat routing. In this table - awa_work_item There is a field named "Offer count". Anyone know if there is a way to see what Agents the chat was offered to in the order it was offered?
I want to show 2 different messages for the end user when user tries to connect to a live agent and live agent is busy or offline, Do I need to create a setup topic? if yes what should be the type and how to configure the flow?
In serviceNow virtual agent chat, the dynamic choices coming from the topic, or the topic picker, are left aligned.I want them to be centrally aligned.(The Yes/No options)What changes do I need to make.
We have an AI Agent enabled in Virtual Agent, the AI Agent is answering to user question correctly but the VA is execution last step twice and showing the response to user twice on the UI