Hi,As per the oob Agent receives request in Agent Workspace, and if not accepted within a minute, it moves the chat request to another agent it is working fine, But We have a requirement that assign a chat to all online agents, and whoever accepts fi...
Hi everyone, I'm hoping you can help us out!Background: We're using Agent Chat for Live Agents only (no Virtual Agent). We have multiple queues setup to handle subsets of users and a main queue as a fallback. For example: Queue1: Support Team 1Queu...
Hello, If I know the sys_id of a Catalog Item (sc_cat_item table), how can I list all the fields of that item using a script? Many of our service request forms are incompatible with Virtual Agent. What I want to do is create topics that can help user...
Hello all, When VA has successfully answered a user's query, how do I prompt them whether they'd like to continue with the agent or end the conversation? I'd like this to be done for all topics, and not have to code it for each one if possible. Thank...
Hello, experts - My apologies if this question has been asked before. I am trying to set up a custom chat experience that will be used on a specific portal, and the Default Chat Experience is always the one that launches. I have added the context "p...
Hi, I was checking Submit a Request topic flow, although it's not loading questions anytime. I was wondering what was this condition 'has_va_support' used for? Also, script has 'va_support' to return, I am not sure what it is and couldn't find anyth...
Hi Everyone, I'm working on Fallback topic in VA, where I want to show both catalog items and Knowledge articles based on the search term.But, I want to populate the the knowledge articles based on the user's country location. Our Knowledge base has ...
Hello. After trying to install the "ITSM Virtual Agent Conversations" plugin pack, I'm unable to install any plugins or do other actions such as update sets. The plugin process stayed at 0%, and never continued. Now any time I try to install a plugin...
H, all!! I'm trying to analyze Virtual Agent usage on the dashboard.Are there any OOTB dashboard which is shown Virtual Agent usage by Service [cmdb_ci_service]? I have to analyze it from the viewpoint of Service.I cannot find that in the Virtual Age...
Hello Everyone, I'd like to create a Small Talk topic to recognize greetings. I thought I should use the Small Talk topic type. With this type I don't have the "Resume originating topic flow" option. Without it after the Small Talk topic completes ...
Hi All, As per the below screenshot, I see there are some OOB functionality where we can approve/reject RITM's in Virtual agent. But this OOB functionality is not working and giving below error Error: I'm having technical issues and won't be able to ...
Hi Community, I cloned the Set topic NLU model to add our own intent and utterances for our greetings Set up topic, I trained/tried/published the model, mapped it to the our Greetings set up topic in the VA designer, But its not working in the VA des...
Hi AllQuestionIf an agent is doing a chat and the agent looses network / VPN connectivity. Once the connection is restored for the agent is there a way to re-connect the same interaction to the agent that was working on prior to loosing connectivity...
Quick question... Does the fallback topic need an intent?
We are trying to publish NLU model , but Publish button is not visible, it's greyed out . We also tried below articles but it's not working still we are not able to publish our NLU model. https://community.servicenow.com/community?id=community_ques...