How to manage knowledge article in Slack-Virtual agent
Can anyone help me with this, In Slack VA , If I keep asking for help it gives me all this information, I would like to bring only the User Knowledge base in the chat for user.
Forum Posts
Agent Chat - Assign Interaction to all agents
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...
Sending chat to another queue when current queue's agents go offline/away?
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...
List Field Names of a Catalog Item
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...
Resolved! Virtual Agent NLU Train and Test the model via Expert Feedback Loop
After adding correctons via Expert Feedback Loop, Tuning and then clicking to 'Train the model' I get a training error message Error location # (which links to NLU Workbench home page) Type=Intent; Error= Enter utterances that only contain less than ...
Resolved! How do I prevent a topic from ending?
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...
Default Chat Experience Always Used
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...
Resolved! What is Submit a Request topic flow's 'has_va_support' condition script doing?
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...
Contextual Search in Virtual Agent
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 ...
Unable to end CICD Process on PDI
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...
Resolved! Can I see Virtual Agent usage by Service?
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...
Small Talk topic confirmation/general question
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 ...
AI Search Fallback
Our setup topics have AI Search Fallback set to OOTB AI Search Fallback and Fallback set to custom setup topic with contextual search added. Question I have is in ootb AI Search Fallback topic AI Search has blank Search source so how does AI search ...
Resolved! OOB functionality of approving/rejecting RITM's via Virtual Agent
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 ...
