Is it possible to use different agents for different topics in a Virtual Agent?
I want to develop several topics in a virtual agent, and I want to assign different live agents to each one. Is it possible to do this? If yes, how?
Forum Posts
Need at add attachment to the incident in Virtual Agent
Hello, I have created VA topic to create an Incident, now I need to add File Picker to the flow and attach that attachment to the incident to be created. Script to create incident:(function execute() { var incGr = new GlideRecord("incident"); i...
integrating ServiceNow with MS Teams
We're currently facing an issue while integrating ServiceNow with MS Teams to create risk events using the Now Virtual Agent. We keep encountering the error message: "Your Microsoft Teams tenant associated with is currently registered with instance."...
Guest WhatsApp user, how to connect to Servicenow account
Hello,I have integrated Whatsapp with Servicenow via Twillio. I'm creating a flow where the user can see some images on WhatsApp. In the table sys_cs_conversation is coming as Guest, and therefore the user does not have access to the table of images ...
Resolved! Having trouble finding the links generated in Dynamic Greeting Topic
Im having trouble modifying the link in the Get Open Tickets node which ultimately comes down to the Open Tickets Script. After I append the link, vavars.portalname); to vavars.portalname + '?id=thepageiwant'); it attempts to go to the page and still...
Resolved! Using both Agent Chat and Virtual Agent with Modified Icons
ATTN Mark Roethof. Mark et al., I am using both Agent Chat and Virtual Agent on the ESC portal controlled via role scriptI have modified the VA icon via CSS and related Style SheetsI am seeing both IconsI've tried to null the Agent Chat icon with no ...
VA NLU Returning incorrect results
Hello all. I am working on some configurations for the VA, and so far, I have a couple very strange results. I manually created some NLU models for a couple workflows. I have created one to do with File Shares, one with WiFi, and one for Passwords....
Duplicated "Request Catalog Item" topic block Publishing Error
I'm trying to duplicate the Request Catalog Item topic block to do some modifications to the output of a Configuration Item choice selection, but I get this error and can not publish. None of the cards are ID the same error... not sure whats going on...
Resolved! Best practices on NLU utterances
Hi all, We have recently started using Virtual Agent with NLU. There are three separate NLU models with an intent each. Each intent is connected to a different Virtual Agent topic. For each intent, we have a good number of utterances around 100 eac...
Resolved! Adjust Virtual Agent X Icon to close conversations when clicked
Hello, I am working with a clone VA widget. Is there an additional options I can add into the Client Controller so that when a user clicks the 'X' icon, to close the chat window, the chat conversation ends? Essentially I am trying to close the conve...
VA chat header automatically changes to "Live agent" when live agent is connected, how to stop it?
Hi Experts, After Washington upgrade, VA chat header automatically changes from "Chat support" to "Live agent" when live agent is connected, how to stop it? Please help! Thanks,Anu
Need help in Virtual Agent scripting
I have requirement to set the category of the incident based on the short description provided by the user.Eg: If user enters "My laptop is not getting charged" and sys_choice table has laptop then need to set the Laptop as the category of the incide...
Resolved! Need help with Virtual Agent
Hello, I was looking answers for below questions For all the topics interactions created?Chat transcript table name?Table to get consolidated conversation topics and user?What all details gets captured in interaction table?Where the chat transcripts...
VA intelligence can be shared across domains
if we create multiple domains does, we say we will create multiple portals and VA for each domain as well?
