How to add Agent Chat into different pages within servicenow
How to add Agent chat widget into requested item page when particular item is selected in native page not from Service portal.
Forum Posts
How to check if a VA Topic was triggered from NLU or if a user selected it from topic picker?
Hello, I am wanting to add a condition in my virtual agent topic where if the topic was triggered from an NLU, then perform certain actions, if a user manually selects it, then skip those steps. How do I check that in the designer? Any suggestions a...
Resolved! How 'virtual agent' be able to search everything(articles, catalog items, incidents...) after user enter request at the beginning in the main menu ?
Dear all, I have seen a very cool demo about virtual agent done by servicenow: When you type any request at the beginning of the virtual agent(such as business travel), It can automatically recognize whether you are looking for an related article, a...
Resolved! How to limit the number of characters a user can input in a chatbot
Hi everyone, I would like to limit the number of characters a user can input in a chatbot.For instance, if a user inputted over 200 characters, the alert message would show up in a chatbot. I tried to create a Virtual Agent Designer by using Script A...
All Topics button small in greeting
Before I open a Hi case, I am seeing if anyone noticed this and if there is a way to correct it. We are on Washington DC and Patch 4. I noticed the All Topics button is really small. We renamed it to Common Topics and this is how it appears. I notice...
Is there way to have 'show me everything' as a choice list?
Hello,For my current implementation, we have a customized Greeting where the users see a choice list. We want to provide now "Show me everything" as an option in the choice list.I wanted to check if it is possible to replicate the "Show me everything...
Locate Virtual Agent topic source from widget "Request Help Channels" -> "Chat"
Hi all, Here's the widget called "Request Help Channels" and after click "Chat" it will show a new Virtual Agent with a new topic conversation: There are two questions from my side: 1. Where does the topic of this new VA come from? Can I find it in ...
How to divide Virtual Agent flow in an Employee Center
Hi, all!We are trying to consolidate multiple Service Portals into an Employee Center. Now, each service portals have individual virtual agent flow by using chat experience, that is, we set each conditions below:Service Portal A: Portal is [suffix A]...
How Many Times Knowledge Article Viewed via VA
Hello everyone, Are metrics 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?
Syncing Prod and Non-Prod NLU Models
Hello everyone, Whenever I transfer a model from one instance to another (using update sets and the "Add To Update Set" utility), it doesn't transfer as I expect. Let's assume that both prod and non-prod are identical. If I delete an intent from non-...
Need help with understanding entities in NLU
Hey everyone, I am new at NLU implementation. I am struggling to understand the topic of entity in NLU model. Please if someone can provide with examples to understand Entity topic it would be helpful. Also i not able to understand how does entity he...
Resolved! How to populate the assignment group when creating an incident through VA?
This is my create request/incident script: (function execute() { var caller = vaInputs.caller; var short_desc = vaInputs.short_description; var urgency = vaInputs.urgency; var desc = vaInputs.description; var cmdb_ci = vaInputs.cm...
Populate an incident's Assignment Group from a Virtual Agent Topic Block
This was solved by updating our copy of the Create Incident Topic Block to:1. add an assignment_group Reference field in the "Start" step,2. add a Lookup utility, then a Record Action utility after the incident is created,3. Then, reference the Assig...
Resolved! What is needed after deprecating Topic Blocks Request Catalog Item / Search Catalog
Hi Guys,We are now in the Washington release. As per the Production Doc, the topic blocks: Request Catalog Item / Search Catalog Item are deprecated. So I inactivated those topics but I would still like our users to be able to search for catalog item...
How to add a short description on the knowledge base card.
Hi All, I want to add short description on the knowledge base card.I've already added it in the description, but it's not showing up on the csm portal.
