Is it possible to use different agents for different topics in a Virtual Agent?
I want to develop several topics in a virtual agent, and I want to assign different live agents to each one. Is it possible to do this? If yes, how?
Forum Posts
integrating ServiceNow with MS Teams
We're currently facing an issue while integrating ServiceNow with MS Teams to create risk events using the Now Virtual Agent. We keep encountering the error message: "Your Microsoft Teams tenant associated with is currently registered with instance."...
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...
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...
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 .
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 ...
Resolved! Translations are not reflecting on my drop down values when I use addOption functionality.
I have a record producer and I have created translation records on "sys_translated" table for questions and question choices. Based on some conditions I am adding and removing options using an Onchange client script, for the added Options through the...
I couldn't find "Search knowledge base" topic in my topic list.
Hello,I installed "ITSM Virtual Agent Conversations " plugin and "ITSM Virtual Agent Conversations lite" plugin. but i couldn't find "Search knowledge base" topic in my topic list. is there any plugin am missing?version: Vancouver
Understanding Chat greeting message
Hi Everyone, I'm new to using virtual agent and am in the process of trying to set up topics and change the greeting. The out of the box greeting is Hi, I'm your Virtual Agent. Let me know how I can help you today. and I would like to customize this ...
Is there a way to hide the "Show me everything" button in virtual agent.
Hello Everyone, We are currently on Utah release and wanted to understand is it possible to hide the 'Show Me everything' button on the Virtual Agent Chat that pops up after the greeting when a conversation starts. Because of the large number of topi...
Questions about Virtual agent chat and survey
Hello, everyone! I would like some help with virtual agent! 1) Is it possible within the agent workspace chat to paste images through ctrl + v instead of having to click on the image button and load one that is already saved on my computer? Attached ...
Microsoft Teams integration multiple instances
We have integrated our instance with Teams (Single tenant), now we are looking to connect our dev instance to Teams using self configured bot , can single tenant instance use Self configured app and Pre published app at a time ? Production will be co...