I'm trying to find a way to delete or hide the "X" End Conversation button, because when the consumer clicks this button, it ends up ending the interaction and the status automatically changes to Closed Complete status.Another problem has been the At...
How to check Live agent available for a particular queueIf available I want to show them static choices to 1. raise a new question 2. Create HR Request 3. Chat with Live agent and if not available I want to exclude chat with Live agent choice How can...
I am doing some POC for virtual agent for PPM. While working on PDI, unable to get Plugin 'virtual agent for PPM' from store. while doing manual setup for PPM, it is redirecting on store to get that plugin. when I click on get option on store, it's l...
Working on VA very first time. Want to enable virtual agent for itbm on native view not on service portal. will that be possible? Also it should be visible only for particular users or group of user. how we can configure this?
There is virtual agent integration with microsoft teams, wherein when we open the virtual agent bot on microsoft teams , it should automatically say as hi or greet us.How can we implement it? What things we need to configure?
Hi,I am using VA API to connect with another bot, I am receiving a successful response. as async response where those responses are stored in ServiceNow and from where the "VA Bot to Bot" Rest message is called. I need to format the response sent to ...
While testing virtual agent API using Postman, I'm getting errors in the system logs (listed below).I was able to start the conversation and it lists all the topics in the log While switching the topic, I got this error ,can someone please help me wi...
Hi all!I would like to check how many users view knowledge articles via Virtual Agent, however the count includes both views from the Service Portal and those accessed through the Virtual Agent in my dashboard, making it difficult to distinguish betw...
Hi thereI'm wanting to use the Video bot response in a Virtual Agent conversation. I only have to option to select YouTube Video Card. Is it possible to add other options in there?YouTube is a blocked application in out organisation but we use Micros...
When an employee is using the virtual agent through the mobile app, any links that route to knowledge or catalog item is opening up with our esc portal instead of the mobile portal.
Hi, In the VA there is the "show me everything" button, which is also used for Promoted topics. In case there is a high priority incident, I want to show this incident in the balloon-styled button you see below (so I want to conditionally show it bas...
I have several queues in AWA but if an agent wants to transfer between queues the customer will see the initial agent response message displayed in the chat on each transfer. Is there anyway to stop the initial agent response message from showing fo...
Is there an OOTB solution to show an announcement when someone opens the Virtual Agent? For instance, someone opens the VA and a splash page opens to announce a current outage. The user clicks off the announcement and proceeds to the VA welcome. I...
Hi Community, quick question, is there a way to get the top 10 request from SNOW and show them to the users in the VA? example. Request hardware/software and also provide the link to the form. any guidance will be really appreciate it. thanks,
Dear all, We want to customize a set of search logic in AI Search for Virtual Agent.Here are a few scenarios:1. For different employees, the articles they find have different focuses: for example, IT personnel have a higher probability of finding IT-...
