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...
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-...
Hi,I have a Virtual Agent topic related to a single NLU intent. Can anyone help me understand if common typos or misspells are automatically corrected by the NLU or should I be adding them to the Vocabulary for a better match? Also, a second question...
Conversation history of IT portal should not be visible on HR Portal(ESC) and vice versa. I know we can restrict the Topics from being available on any portal but how to restrict ongoing conversation and conversation history from appearing on another...
Hi, I am trying to modify the Name of a topic. I went to All-> Virtual Agent-> Designer, found the topic, and in the Properties tab there is the Name field. Problem is, i can not delete it, if I type something on the keyboard, nothing happens. As if ...
Hi everyone. I seem to be getting strange results when trying to report on topic usage by device type. My report is on the sys_cs_conversation_task table where I then dot walk to sys_cs_conversation to get the device type. I'm reporting on where topi...
Hi Team, When I am trying to create a new record in Custom Greeting and setup for my custom portal, it is not reflecting in the portal, it is just reflecting the Default functionality, please refer the screenshot below Thanks for the help!Anu!
Hello all, We're still getting ready for our production release of Virtual Agent. As I'm learning and developing topics, I've come across a scenario where a duplicated OOB topic (Troubleshoot Slow Computer) doesn't work because the scope of the origi...
Hi, we've been working on implementing virtual agent in our development instance and there seems to be this bug with AI Search - Fallback Topic where the virtual agent freezes and gets stuck loading/refreshing. Whenever you type something in and hit ...
I hope you can help me, I'm looking for a way to remove the question from the default conversation in Virtual Agent: "Looks like you might need additional help. Would you like to speak with a live agent instead?" and has Yes/No options. What happens ...
With the additions that were added for IAR, I am working on configuring IAR since it can pick up a good portion of our incidents.I am curious if anyone else has implemented this with success?Any gotcha moments that might be useful to know? I do have ...
Hi community !I'm facing an issue with the Virtual Agent on every platform (Employee Center, ServicePortal and Teams).The topics are displaying but everything I select one, it will not work and the conversation will automatically be ended. I didn't f...
Hi All,Hope you are doing great!I'm facing strange issue while configuring Virtual Agent in our environment. Here is the scenario. Current State:Topics/Categories selection in VA currently happening via Pre Chat surveys. Limitation : Pre Chat surveys...
Hello, I'm working on adding knowledge base articles as search results to a topic.I opened OOB topic 'Search Knowledge Base' and clicked 'Preview', I received the following error. This is the log I received: The same OOB topic in my personal de...
Hi All, I am trying to disocver the topic by entering the specific keywords in chat.I have configured it in following manner, follwoing topic is discoverable.As per the configuration whenever I entered one of the keyword entioned above in chat it sho...
