Forum Posts
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?
Resolved! How to get incident count in virtual agent chatbot
Hi All, We are customizing the virtual agent topic for displaying the count of incident. So we have to get incidents which are updated additional comments within last 3days only. For this I tried one code but it fetching all the active incidents of c...
Resolved! how to disable the " what's your issue or request?Or take a look at what i can help today" in virtual agent chat
Hi All, i wanted disable the what's your issue or request?Or take a look at what i can help today greeting message in virtual agent. but I wanted to display show me every thing see blow screen short. Kindly suggest me .
Attachment blocking in Teams chat
@Jeff Fox I'm looking for the topic to update or a way to block attachments from being added when not in a topic regarding the task. I see that when a user uploads an attachment, it gets placed in the My Files in a folder called Microsoft Teams Chat...
How to set input mapping when using core flow action in virtual agent designer action utilities
Hi Community, I have a record producer and would like to use this to create record in virtual agent chat. I tried in the topic to use Action utilities to call ServiceNow core action of record producer to do so. But I'm not sure how I can pass the ans...
How to continue a VA flow after no live agent accepts a chat
I responded to a similar post here. To summarize: This is an edge case where a user attempt to contact a live agent, but none of them accept the chat. I'd like to continue on my flow with a variable that tracks that none of the 'available' HD Techs ...
