Hi experts,I working on retrieving list of messages associated with one interaction to create a summary of that interaction. I am not able to identify how conversation table is associated with interaction table ( what is the key(ID) connecting both o...
Hello all,It seems with the Washington update or one of the more recent updates, the "Close Chat" button for the VA Chat Popover Component in UI Builder is now covered by the conversation window, regardless of where the component is positioned:(not o...
Dear experts, Now i am using Virtual Agent Analytics. I want to use the data of Topic Usage (Topics -> Topic details -> Topic Usage). Do you know where it is (name of the table containing this data)? Thanks a lot.
Hi Everyone,I have noticed, that the Survey topic set in the Custom greetings and setup -> Default chat experience -> Setup topics is triggered only if the conversation ends in a "normal" way. User ends it, agent ends it, topic reaches end etc. but i...
Hey I was wondering if anyone's come across this before! Our marketing team are looking to add a button or link on the website to open the chat window- we have the chat embedded in the external website, we just want to add an extra link like "Click ...
Hi All Does anyone know how bookable time slots can be removed from a walk up location. We have the situation where a techincian is going to be out of the office for 1.5 days, so we need to stop people booking slots. We have a scheduled of Monday to ...
when I select one of the choices (for example -'A' /'B'/'C' ) AND once I send my question to virtual agentthen I will be presented with the top 5 results from the AI Search (list of knowledge articles and/or catalog items/record producers that are re...
Can virtual agents and proactive triggers be used on an external website? We want to set up a virtual agent on a website for citizens. We have the VA set up, when we try to do proactive triggers, there is no communication to the external website fo...
Hi All,We've created a few custom topics, such as "My assets" and "Create Incident".When the user selects the "My asset" topic, the corresponding flow is triggered. If the user enters "I want to create Incident" in the middle of the flow, it should r...
Hi All,Analysis that provides details on the "Topic sent via the Actionable notification" indicatorWhat notifications are applicable hereDo we need this turned on?If not, can we remove to prevent confusion from users viewing this dashboardIf yes, wha...
Hi all,I have been able to update the close window background image for the Virtual Agent chat window using a style sheet. However, the cross in the icon is still overlaying my image. Is there a way for me to remove this?Style sheet:.sp-ac-root butto...
We have virtual agent chat in out home page of portal and we want it open/pop up automatically when page loading finishes. It there any way through programming or configuration setting to make it happen? What exactly should be the code changes? I f ...
I am setting up a pre chat survey that will help to route my users to a queue. After watching the "Virtual Agent Academy: Complement your agent chat experience with a pre-chat survey" from Oct 2021, I followed all of these steps to a "T" but not gett...
We're using the Action utility with ServiceNow Core as the Spoke and Send email as the Action. We've found out how to populate contents in the email but now I'd like to format it. Initially, apply a font to it and be able to bold or italicize font wh...
In a Virtual Agent chat bot, is it possible to display Promoted Topics based on a user selection? One use case we are looking for is asking a question to the user in the Greeting, and based on the Yes/No response, it'll display different promoted top...
