Resolved! Can you restrict Virtual Agent to a specific group or users?
We are looking to introduce Virtual Agent to our production instance. Can we restrict Virtual Agent to only a specific group/groups or specific users?
Forum Posts
VA should not start conversation in redirected portal.
we currently use employee portal. When I use Virtual Agent to redirect users to a Catlog Item /request page under employee portal, then it will open in next tab with respective record but at the same time in the new conversation starts again. And pre...
Resolved! How to Change Displayed Topic Name When "Show Me Everything" is Selected
Hello everyone, When I develop my topics, I use a naming convention. Unfortunately, when the user clicks on "Show Me Everything", this name is displayed. Is there a way to change what is displayed to the user? For example, if my topics are named: GS...
change text message of 'Live Chat Agent' template in Virtual chat
Hi team, My requirement is pretty simple, but I am unable to find where exactly I have to modify the message. When end user opens virtual agent chat in service portal, it gives him "Live chat agent" template along with 2 other templates. When he sele...
Resolved! VA to live agent transfer using skill level
Hi, I would like to do a virtual agent transfer to a live agent taking into consideration skill level. If I just want to check if the agent has a skill then I can use vaVars.LiveAgent_mandatory_skills = 'e52b26e41ba2bd105cc4206a274bcbe1'; in my...
VA automatically opens in redirected URL.
Hi , when some conversation is going on and if VA provided KB article link. if user user click the link then new tab opens with respective article. but at the same time VA also open and show ongoing conversation. but i want in redirected URL, VA shou...
How to open a virtual agent chat bot on service portal via agent chat config
Hi All,I want to automatically pop up the chat bot once the user loads the portal. I know this can be done via making modification in widget as explained in this question<Community answer>. But I'm using Agent Chat Configuration to bring the chat bot...
case_question input variable in Create HR Case topic block
Hi All,Can someone please help me to understand what to pass in case_question input for Create HR case topic block. I'm trying to test the topic block Create HR Case. I've duplicated the OOB one since I wanted to add few custom messages. But I'm not ...
How to use topic block variables in my topic
I have created a new Topic for the purpose of HR, There I have used the contextual search topic block. In that topic block if "Did any of this information resolve your issue?" it is boolean with yes or no so if it is yes I want to end the conversatio...
Resolved! Microsoft Teams Virtual Agent and Employee Center
Hi community, Our customer has been successfully using the VA from Teams in the previous release. We followed the integration process and requested the app from the Teams app store, aligning with @Victor 's article: Link. Everything was working smoo...
When transferring a VA user to a Live agent, the originating topic never gets marked as complete
The Virtual Agent Dashboard has a metric of topic completion based on whether the "End" node was reached. The problem here is we often have pathways through a topic that need to transfer to an agent (intentionally) - and even though that may well be ...
Resolved! vaSystem.isLiveAgentAvailable() - Not re-checking availability?
Before I log a Hi ticket for this I wanted to see if anyone here had some ideas. In a couple of conversations we have the user is directed through a knowledge search along with some other deflections before being allowed through to an agent. When the...
Resolved! Duplicate Virtual Agents running in different tabs
Hi, when clicking a link in Virtual Agent to display a ticket the portal is opening in a new tab with the details of the incident. A new VA chat is opening in that tab. Now there are 2 VA chats going on in both tabs. The original one with the link...
Resolved! Can you pass Live Agent Variables (Contexts) from Virtual Agent to an Incident?
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...
How virtual agent conversation is saved in interaction record?
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...
