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!
Forum Posts
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 ...
How to report on Virtual Agent topic usage by device
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...
how to setup "Custom Greetings and Setup" for custom portal for Virtual Agent in Utah Version.
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!
Resolved! Virtual Agent, NLU Models: What are Best Practices for Scoping?
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...
Virtual Agent Getting Stuck During AI Search Fallback Topic
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 ...
HIde or remove Live agent topic in Virtual Agent Lite
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 ...
Anyone successfully using Issue Auto Resolution?
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 ...
Virtual Agent always ending conversations, not working
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...
VA trying connecting to Live Agent without presenting the custom greetings
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...
Resolved! Virtual Agent : How to fix "Search Knowledge Base' topic error
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...
VA topic is not getting discovered
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...
Knowledge article meta tags are not covered in virtual agent search.
When an end user types a keyword in virtual agent chat box after the greeting message, the virtual agent looks for the word matches in short description or description fields. Similarly VA search for the keyword in knowledge articles, if the keyword ...
NLU Expert Feedback Loop
I think I am missing something when it comes to the Expert Feedback Loop.I go through the exercise of Match, Mismatch, Corrected Intent. The Enhance Test Set and Optimize Model button is active with the statement "You’re ready to add data to your tes...
