I've been working on setting up Agent Workspace Chat in ServiceNow and I am using the "Greeting Topic" in Virtual Agent to gather some information from the user that I would like to pass to a Live Agent. From what I can tell the chat "Context" are wh...
I am looking for an explanantion as to how end-to-end VA conversation gets saved to Interaction record. Context - I have seen many requirements where custom fields in interaction record needs to be populated, all solutions are via scripts(gliderecord...
Can I change the name of virtual agent "Now virtual agent" which comes up in MS teams when user initiates a new chat with virtual agent?PFA the image. Thanks Bharat.
Hey there SN Comm Team!I am stuck on trying to accomplish having the uploaded file from the end user, added to the hr case being created through VA Chatbot. I have seen Virtual Agent User Input File Picker [Paris] from @Mark Roethof (thank you Mark)....
Hi all,I'm having a strange issue with our instance of Virtual Agency. For some reason, when someone types a phrase containing the word 'conversation', it forces the Closing Conversation setup topic to run and ends the conversation.We are using a dup...
I'm looking to update this message for Virtual agent: I would like to update the I'm all set" option displayed.
We tested a method this summer to prevent VA HR Admins from accessing/changing ITSM topics, but now it doesn't seem to work. HR VA Admin has sn_hr_va.admin rights and core hr permissions. No ITIL or related permissions. HR VA Admin is added as a d...
I'm looking for the best way to set the Configuration item in the Open IT Ticket 2.0 topic to the logged-in user's computer asset. I would like to use the alm_asset table and search for the assigned_to = vaInputs.user
Interaction created from chat has no short description, any idea why they are created blank and did anyone add info that helps agents to understand better before accepting the chat ?@WillWitten any thoughts ?
Anyone know if ServiceNow offers Speech to Text that Agents can use in live chats? I am hoping for a yes but expecting a no.
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?
