Is there a way to inject messages coming from the Genesys Open Messaging into a Live Virtual Agent Window? We use Scripted REST to receive payloads coming from the Genesys Open Messaging and want's to display that message to the virtual agent window....
Kb article should not opened in new tab and chat should not end when user click on Read more.
I am finally checking out Proactive Triggers, when I change the system property to true, it changes our Virtual Agent icon.Anyone ever see this before? We are on the Yokohama version.Digging some more, it appears to be using the icon for sp, we use ...
i want to create the custom topic block that use to create the incident in virtal agent
I am getting this "Undefined" where our Virtual Agent logo usually is located on the AI Search Fallback responses. The logo appears correctly on all other responses, just the AI Search Fallback shows this. Any ideas where this is configured?
Hello all! Despite being able to build, publish, and otherwise do everything else with NLU's and Virtual Agent Flows, I am unable to add test utterances. Any ideas on what could be the cause? It says to wait, but I've tried multiple times over the p...
We had VA running just fine. YokohomaWhen searching if someone searched for a catalog item, it would show the item, then they could click the link and it would open to the Employee Center catalog page - /esc?id=sc_cat_item&sys_id= Now it's going to -...
When creating NLU custom topics for Virtual Agent, there are scenarios where the VA has to obtain 3-4 or even more piece of information so that it can be updated in the incident description. As of now the topics/workflows are designed in a way that -...
We need to configure the following controls in our ServiceNow instance to enable accurate and consistent tracking of Virtual Agent deflection metrics.These controls are specifically aligned with our implementation of LLM-based Virtual Agent topics, w...
Update the Virtual Agent branding to match Cloud Dimensions’ branding task completion help
We are new customers currently rolling out ITSM. We have some old specific use-cases we need to bring with us into ServiceNow without necessarily getting the specific modules yet One of these is a Sustainability Chatbot FAQ style which our ESG staff ...
Hi Community,In our esc portal, the Virtual Agent / Agent Assistant widget icon changes appearance when AI is enabled (it shows the sparkle icon and blue gradient).We would like to change the color of this icon to better match our corporate branding....
Is it possible to have Agent initiated chats to the customer with a Teams integration? It seems like this is possible with Agent-to-Agent with the sidebar tool - but I can't see anything about agents being able to start a chat conversation with custo...
6 Months in trying to setup MS Teams integration and have got absolutely nowhere. I am putting my faith in this wonderful community to help where SN Support have not. We have a single M365 tenant that is shared across multiple divisions (large enterp...
Currently, when no relevant info is found, it will give the fallback message "Unfortunately, there is not enough information available to address this query completely. Assistance can be provided on other topics if needed.“ How shall I update this me...