Virtual Agent, NLU forum
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Can the NLU be invoked manually

Once the NLU is set up, can you invoke it manually without using the topic switching functionality? For example, say I want to collect a user's input then ask the NLU model which intent (if any) is matched, can I do that? The use case would be, at a ...

jschaenzle by Tera Contributor
  • 519 Views
  • 3 replies
  • 0 helpfuls

Agent Chat - Assign Interaction to all agents

Hi,As per the oob Agent receives request in Agent Workspace, and if not accepted within a minute, it moves the chat request to another agent it is working fine, But We have a requirement that assign a chat to all online agents, and whoever accepts fi...

List Field Names of a Catalog Item

Hello, If I know the sys_id of a Catalog Item (sc_cat_item table), how can I list all the fields of that item using a script? Many of our service request forms are incompatible with Virtual Agent. What I want to do is create topics that can help user...

Raj64 by Tera Guru
  • 670 Views
  • 4 replies
  • 2 helpfuls

Resolved! How do I prevent a topic from ending?

Hello all, When VA has successfully answered a user's query, how do I prompt them whether they'd like to continue with the agent or end the conversation? I'd like this to be done for all topics, and not have to code it for each one if possible. Thank...

Raj64 by Tera Guru
  • 860 Views
  • 3 replies
  • 3 helpfuls

Default Chat Experience Always Used

Hello, experts - My apologies if this question has been asked before.  I am trying to set up a custom chat experience that will be used on a specific portal, and the Default Chat Experience is always the one that launches. I have added the context "p...

Chris Locke by Tera Contributor
  • 623 Views
  • 1 replies
  • 0 helpfuls

Contextual Search in Virtual Agent

Hi Everyone, I'm working on Fallback topic in VA, where I want to show both catalog items and Knowledge articles based on the search term.But, I want to populate the the knowledge articles based on the user's country location. Our Knowledge base has ...

naveen80 by Tera Contributor
  • 406 Views
  • 1 replies
  • 0 helpfuls

Unable to end CICD Process on PDI

Hello. After trying to install the "ITSM Virtual Agent Conversations" plugin pack, I'm unable to install any plugins or do other actions such as update sets. The plugin process stayed at 0%, and never continued. Now any time I try to install a plugin...

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BrandonJG by Tera Contributor
  • 5229 Views
  • 4 replies
  • 17 helpfuls

Resolved! Can I see Virtual Agent usage by Service?

H, all!! I'm trying to analyze Virtual Agent usage on the dashboard.Are there any OOTB dashboard which is shown Virtual Agent usage by Service [cmdb_ci_service]? I have to analyze it from the viewpoint of Service.I cannot find that in the Virtual Age...

Small Talk topic confirmation/general question

Hello Everyone,   I'd like to create a Small Talk topic to recognize greetings. I thought I should use the Small Talk topic type. With this type I don't have the "Resume originating topic flow" option. Without it after the Small Talk topic completes ...

AI Search Fallback

Our setup topics have AI Search Fallback set to OOTB AI Search Fallback and Fallback set to custom setup topic with contextual search added.  Question I have is in ootb AI Search Fallback topic AI Search has blank Search source so how does AI search ...

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