Hi team, I would like to receive suggestions of topics that would be nice to be implemented in the Virtual agent. Right now we have, check status of tickets, pending approvals, Raise a request (catalog items), report an incident, report an issue on ...
Hi All, I added about 10 additional utterances to an NLU intent of an existing Flow and after training and publishing the model without errors it still shows in the 'draft' state. I tried publishing it again but it still shows 'draft' but active. Any...
Hi community, I have noticed that when you react to a Virtual agent message on teams, it gets confuse and throws I'm having technical issues and wont be able to continue this conversation. Example if you react to a message with a like it sends this ...
Here is the situation I am running into during testing When a customer starts a Live Chat the agent gets the interaction card with a Reject or Accept button with a 2-minute timeout. We have it configured to allow a Reject reason of Busy to be reassig...
Hi Everyone, I have a requirement to open the Virtual Agent Widget when I click on the Button on Service Portal. Please share if anyone have implemented similar functionality. Thanks, Nikita Garg
We have 2 ServiceNow bot profiles and 2 brandings and 2 profiles of servicenow Virtual Agent.Both VA's are accessed via public page redirect links from href button on 2 seperate external client websites. **Both work fine as expected till the time th...
Hi All,I've created a context variable and was trying to set the value in it while initiating the live agent so that I can use the context variable value in the AWAs service channels conditions, but I'm facing an issue hereContext variable:Name: live...
Hi all, I work for a global organisation, 17,000+ employees across 35 countries and considering making use of Dynamic Translation. The only issues is that the recommended third party translators (IBM, Microsoft & Google) charge based on volume. I d...
I hope I word this so it makes sense!I am working on Issue Auto Resolution and one of the requirements is to add the IMS number to the incident record when the topic did not resolve the issue for the user. I am struggling to figure out where to updat...
Hi AllI am trying get a Business rule to execute when a new catalog item is submitted with an attachment, but it does work. The problem I am trying to solve is to restrict the viewing of any attachments on a RITM, if the catalog item has an attribute...
We have a SharePoint Online environment access is controlled by Azure AD. There is a team creating KB articles with the SharePoint Online link in the article, when search presents the KB to the user, they will click on the link. Since ServiceNow VA i...
Hello Everyone, When using the Record Producer Flow Action in Virtual Agent, how do you structure the text in "Catalog Item Inputs (string)" field? I've tried expressing the data via JSON format, both typed and using the script option, but have not b...
Hi, I am facing issue with NLU for my custom topics and OOB topics. I have created a NLU model With 2 intents and 14 utterances. The model trains and publishes successfully and works fine when an utterance is searched in the testing text box inside t...
1)Trying to add 5 FAQS in knowledge base 2)That should reflect in service now virtual agent 3)Tried with contextual search.But couldnt progress pls suggest the right way to proceed
Hello Everyone,I am getting an error while creating intent in NLU Model even though i have installed and updated all require plugins but still i am getting error "Some features may not be available because the connection to NLU Service is not availa...