Virtual Agent Links in Mobile App
When an employee is using the virtual agent through the mobile app, any links that route to knowledge or catalog item is opening up with our esc portal instead of the mobile portal.
Forum Posts
Is it possible to use the Show Me Everything button dynamically depending on inc. record conditions?
Hi, In the VA there is the "show me everything" button, which is also used for Promoted topics. In case there is a high priority incident, I want to show this incident in the balloon-styled button you see below (so I want to conditionally show it bas...
Bypass Initial Agent Response message when transferring between AWA Queues
I have several queues in AWA but if an agent wants to transfer between queues the customer will see the initial agent response message displayed in the chat on each transfer. Is there anyway to stop the initial agent response message from showing fo...
Virtual Agent Announcement
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...
SNOW top requests - Provide the link to users
Hi Community, quick question, is there a way to get the top 10 request from SNOW and show them to the users in the VA? example. Request hardware/software and also provide the link to the form. any guidance will be really appreciate it. thanks,
Resolved! How to customize AI Search's search engine (assign search weight)
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-...
Need help in approval notifcation in workflow
For a form, I have code field which filters records from cmdb_ci_appl table based on status operation and Pipelines. So in the form based on clode variable we select it should trigger approval based on approval group in cmdb_ci_appl. so Can someone h...
Typo handling and NLU utterance match
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...
Expert Feedback Loop - Uncategorized
Hi everyone, we reviewed and saved the feedback for over 1000 uncategorized utterances in the Expert Feedback Loop, but once feedback is saved, we don't see any changes\utterances saved to the NLU model. If we take the same exact utterance and test i...
Virtual Agent Survey with dynamic hidden answers
Hi,I have a requirement to track the Virtual Agent topic related to a Survey submitted by the user. Is there a way to have save this value inside a hidden question using $param on a Survey record and track this down? I was unable to find an easy way ...
Modify CSS for Virtual Agent Without Using the Widget
Hi all, I'm trying to figure out if we can modify the CSS for our Virtual Agent on our service portal specifically for mobile as we're running into some issues. I found a Mobile SCSS section in the sn-va-sp-widget, the issue however is that I don't ...
How to configure message in Slack Now Virtual Agent?
Hi,Where can I set the messages "you selected: {option}" and "I can accept multiple files"?Thank you!
How to restrict the conversation history on Virtual Agent based on the portal(IT/HR)?
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...
Virtual Agent - not able to change the Name of the Topic
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 ...
NLU - Vocabulary Sources unable to use
As we know OOTB if you have more than 100k records one or more of the vocabulary sources will not sync. The alternative is to create additional tables that break those original OOTB tables down in smaller increments so that they may be synced. Still ...
