In our San Diego instance, the Custom Greetings and Setup section contains a specific HR Fallback setup topic as the official set up topic for our VA. However, when user types a phrase that VA does not understand, instead of triggering the HR Fallbac...
We are looking to introduce Virtual Agent to our production instance. Can we restrict Virtual Agent to only a specific group/groups or specific users?
we currently use employee portal. When I use Virtual Agent to redirect users to a Catlog Item /request page under employee portal, then it will open in next tab with respective record but at the same time in the new conversation starts again. And pre...
Hey everyone -- Looking for guidance from the community. We recently went live with our Virtual Agent | Teams Integration. Once doing so, the chatbot sent an introductory IM to the user-base. See below: Does anyone know where and how to modify the ...
Hello everyone, When I develop my topics, I use a naming convention. Unfortunately, when the user clicks on "Show Me Everything", this name is displayed. Is there a way to change what is displayed to the user? For example, if my topics are named: GS...
Hi team, My requirement is pretty simple, but I am unable to find where exactly I have to modify the message. When end user opens virtual agent chat in service portal, it gives him "Live chat agent" template along with 2 other templates. When he sele...
Just upgraded to Vancouver and the 'Get Greeting' in my VA Flow is not working the same.Web client url http://....../sn_va_web_client_app_embed.do?sysparm_branding_key=enact&sysparm_skip_load_history=true&sysparm_email=&sysparm_url=.......If the us...
Hi, I would like to do a virtual agent transfer to a live agent taking into consideration skill level. If I just want to check if the agent has a skill then I can use vaVars.LiveAgent_mandatory_skills = 'e52b26e41ba2bd105cc4206a274bcbe1'; in my...
Hi , when some conversation is going on and if VA provided KB article link. if user user click the link then new tab opens with respective article. but at the same time VA also open and show ongoing conversation. but i want in redirected URL, VA shou...
Hello Everyone, I have a requirement that whenever end user is chatting with virtual agent and he find the relevant knowledge articles whenever he clicked on those links of EC portal chat page should also be open there but as that knowledge article i...
Hi All,I want to automatically pop up the chat bot once the user loads the portal. I know this can be done via making modification in widget as explained in this question<Community answer>. But I'm using Agent Chat Configuration to bring the chat bot...
Hi All,Can someone please help me to understand what to pass in case_question input for Create HR case topic block. I'm trying to test the topic block Create HR Case. I've duplicated the OOB one since I wanted to add few custom messages. But I'm not ...
I have created a new Topic for the purpose of HR, There I have used the contextual search topic block. In that topic block if "Did any of this information resolve your issue?" it is boolean with yes or no so if it is yes I want to end the conversatio...
Hi community, Our customer has been successfully using the VA from Teams in the previous release. We followed the integration process and requested the app from the Teams app store, aligning with @Victor 's article: Link. Everything was working smoo...
We have a process for calling a specific topic in VA where a logged in customer will be directed to a live agent. Even though the customers name is displayed in the inbox of the agent, it is not being added to the associated contact field on the inte...
