Setting up the field value for cases created via virtual agent?
If a case is created through Virtual agent is not populated as virtual agent in the channel field in case form. It is populated as WEB in case form. Please help me to fix this..
Forum Posts
Resolved! Chat Satisfaction survey - why can't we use templates?
Hey all, I am trying to add a chat satisfaction survey for Virtual Agent. The customer should be able to select from two options on one question like: Overall Satisfaction with this chat session? Great (thumbs up emoji) Not great (thumbs down emoji)...
The chat header logo and chat header is not showing up on the Virtual Agent?
On the VA on the portal, the live profile picture is showing up on both the chat header and chatbot, even though they are both different images, also the chat header words are not displaying on the VA. Also on the "sp_agent_chat_config.do" I made sur...
Resolved! Catalog Client Script
Happy Christmas ServiceNow Community Can anyone point out where I am going wrong with this catalog client script:- function onChange(control, oldValue, newValue, isLoading, isTemplate) { if (isLoading || newValue === '') { return; } ...
Turn off Translation on the Virtual Agent only.
Is there a way that Translation can be disabled for the Virtual Agent, without affecting other parts of the platform?I have a customer that has very minimal translation on their platform, however with no budget for translation within Virtual Agent, a...
Unable to sync Vocabulary Sources @personName
Unable to sync Vocabulary Sources @personName. showing error ERR058: Failed to submit training job - reason: There is a configuration or network error. Please contact your system administrator for help or try again. #NLU #VirtualAgent
Virtual Agent knowledge is not working
Whenever I attempt to search within the Virtual Agent for a knowledge article or input the article's name, it doesn't display the expected results. Instead, it shows something unrelated. I've been trying to locate the "search knowledge base" Topic, b...
How to apply Condition field on Custom Greeting and Setup
Hi all, Anyone been working on the new "Custom Greetings and Setup" yet with Quebec? Just wondering if anyone has gotten this working correctly. What I'm encountering now, is when I setup a new Custom Greetings and Setup record, it's always being use...
Resolved! Role required to see Transcripts within the Virtual Agent Dashboard Conversations section?
Hello!We recently launch HR SD Virtual Agent and just started using the Virtual Agent Dashboard now that data is being populated. We noticed that the Transcript section of the Conversation record has this message: "No messages to show for this conver...
Can Virtual Agent open automatically rather than clicking the bot icon
We've have recently implemented Virtual Agent on our Production instance. Feedback from users is that they would like the Virtual Agent to automatically open when accessing the Service Portal rather than clicking the tile.Does anyone know if this is ...
Unable to add custom greetings setup topic to Default chat experience in Vancouver release?
I have created my custom greeting set up topic which is already publish but unable to set setup topic to Greetings.I don't know why it is?Please help me to resolve my issue?Thanks
Resolved! Cusomize Contact Live Agent option from chat window menu
Hello guys, In our organization, we have a lot of different chat queues (using Connect chat) each chat queue is responsible for a different territory. Is there a way to customize the option in the menu on the chat window to change the chat queue base...
Resolved! Unable to publish NLU model
Hi,I have a strange issue where I am unable to publish a NLU model. I have trained it several times and also tested it with different utterances but the 'Publish' is disabled. It looks like a defect. Any idea what the problem might be?Regards,Ayman
Resolved! No Topics visible
We have installed Virtual agent and published some topics which used to work in past, after recent clone when I committed update sets back in dev it's directing to Live agent directly w/o showing any topics or topic picker. I have checked chat config...
How to either trigger a UI action from a Business Rule or use the script in the Business Rule
Afternoon. We have a Ui Action that when pressed denies admin access. I am trying to automate this so if you are not on a pre approved list of users your request gets auto denied. How can I utilise the script in the UI Action to either run in a busin...