Hi Experts, During the live agent handoff, for live chat requests coming from a 3rd party system, we are passing the history of the user - bot communication to ServiceNow live agent. This way the agent gets a visibility of the chat that happened pri...
I have some user typing one special character in the Virtual Agent and that jumps them to the Live Agent topic (the topic we use to get to live chat.Anyone know of a trick to prevent this? I cannot use the NLU with a single special character, Ideas...
Hi, I am new to Virtual agent module and trying to figure it out on getting catalog items to the virtual agent and process from there such as to take inputs from the user for the selected catalog item and submit a request for that item. Can anyone pl...
Hello everyone, We just upgrade our lower environment (DEV) to Washington DC and only one issue was found in Virtual Agent.When we ask something, the VA presents few options that matches what we are looking for, we select the best option and then VA ...
I have an error in virtual agent designer that I can't unable to deactivate the topic in the designer. It shows this type of pop-up when de-activate it. pls help me in this.
I have a customer who has set the property com.glide.attachment.max_size to 5MB as part of a requirement they have to limit attachment sizes for an integration they have. Whilst in itself - that would appear ok, it has prevented us for implementing ...
Hi there, Any one else experience this? Can anyone help or advise. I enabled the Chat transcript download functionality and at the end of the Chat, I do see the Download button. However, when clicking on the Download button, the download does not sta...
Hi everyone, I have a question regarding the AWA Work Assignment & Interactions for Virtual Agent. When an agent is not available (i.e outside of his business hours). Is there a way to view that information in the Interactions ? Is there a column in...
All, Is it feasible to interact with the virtual agent in ServiceNow before logging in, considering that we can have it in the service portal and employee service center after login. OOB ServiceNow allow only on the 'sp' and 'esc', however, we would ...
I have greeting topic where I have 4 options. For 2 (another static choices) I dynamically start topic based on selection.when topic finished (I'm asking some questions) goes to greeting and then closing topic.For other 2 I just show some info . Then...
Hi Team, I am using Rest message in flow action and getting external site responses to show in virtual agent successfully.The challenge here is the https status code is showing in virtual agent. please find the below screenshots.1.2.3.4. In Virtual a...
Is it possible to show a hello/welcome message next to chatbot? So users will be aware of there is a new chatbot implemented and they will interact with it. Looking for something like this.
Hi everyone I've noticed none of the NLU utterances are working while testing the bot, and the topic only "runs" when I selected the topic from the "show me everything" button. I'm starting to believe the NLU model isn't working as it's not picking u...
Hi all, I'm trying to make the virtual agent more prominent in Service Portal. Is there a way to customize virtual agent popup? (for example: change the size and shape of text bubble, edit the "open chat window" text, etc.) Thanks!
Hi Experts, I have an Incident Satisfaction survey with the following questionsThe trigger condition is set to trigger whenever the incident state changes to 'closed'Now, I would like to send out the same survey instance via virtual agent as and when...
