Hi, I would to know how to configure the visibility of Virtual Agent chat (the Pop-up that appears in the catalog portal), for a specific country. I understand how to do it with topics, I just need to know if there's an UC specific to make it visible...
How to recognize whether an interaction record is created by Virtual Agent Live Agent? We see if the record in interaction table is created by virtual agent chatbot, the record assigned to is virtual agent, however if it's created by Live Agent, don'...
Hi All, In conversational analytics dashboard, there is a platform analytics dashboard: Conversational analytics - overview which is OOB dashboard and is in Global domain. But whenever I am trying to see the dashboard in other domains, it shows co...
Is there an ability turn on/off Dynamic Translation for Virtual Agent and Agent Chat based on portal (e.g. want it to work on the Service Portal but not on the Employee Portal). Since this isn't supported OOTB, is there any workaround we can provide ...
Hello Team, I want to replace the user avatar (including the default initials like “A”) in Service Portal with a static company logo/image.I do not want to enable or use user profile photo upload or Show agent names and avatars.Is there any OOB or re...
I need a help on the post chat survey, I have created a record in survey designer and added that into my queue-post chat survey record ,Its now triggering the survey link but it is happening only when user ends the chat not when agent ends the chat.I...
We have Zurich instance and want "Provide Feedback" topic to hide in Show me everthing menu and not to include in topic discovery. I know there is an open question for the same issue. But it was asked few years ago. So, I want to ask it again. Is it ...
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 ...
