I want to start using virtual agent in ServiceNow.
Hi Friends, I want to start using virtual agent feature in ServiceNow. Please let me know the procedure. Thanks,Anjaneyulu
Forum Posts
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...
change now virtual agent name which comes up in ms teams
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.
Add uploaded file to hr case created through VA
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)....
Resolved! VA closing conversation when key words are used in utterance
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...
Modify the "What would you like to do?" message
I'm looking to update this message for Virtual agent: I would like to update the I'm all set" option displayed.
Prevent HR VA Admins from modifying ITSM topics
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...
Resolved! Set Configuration item in the Open IT Ticket Topic to user's assigned to asset.
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
Short description on Chat interaction
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 ?
Talk to Text for Agents in Live chat
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.
You can hide or delete the "X" button for End Conversation in VA.
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 queue
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...
