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 ...
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...
Hi All, Is it possible to see the names of users that have had a conversation with the Virtual Agent? It would be helpful if there was a table which contains all the conversations and a 'User ID' column. Our customers are IT users who also work for t...
Hello,In this SN Support article KB1160286, it describes a multi-tenant single instance scenario being supported, where we can have multiple MS Teams tenants connected to a single ServiceNow instance... but via a separate "Bot" for each I have been ...
Hello All, I have requirment to enable the close chat button throught the chat.Anyone have any idea on this, that will be helpfull. Thanks,Sushama K
I am trying to set a schedule of when the Live Agent transfer option would be available from Virtual Agent. If we want the 8-5 M-F excluding holidays schedule to be applied, how do I make that happen? I can see how to apply a schedule, but on the ...
I've been asked to show on virtual agent any known/planned outages. It returns a very bland list, without any stlying - and it just looks out of place.Options:1- Use text bot response, which gives some ability but then the styled list is not dynamic ...
Hi, I'm trying to figure out a way to customize the behavior of "No Agent Available" so that we can include a card to one of our catalog items, or at the very least embed a link to it. I tried adding the link to the message in the conversational inte...
Creating a Chrome app/shortcut will allow you to pin Virtual Agent to your start menu or taskbar, allowing for a one-click solution to go directly to Virtual Agent/Agent Chat. In chrome go to: "yourinstance.service-now.com/$sn-va-web-client-app.do". ...
Hello All, I have a VA flow for Case creation, It is creating a case but when records got created it is not showing the Record which is created.I have used Card Response utility for record to be dispalyed. Above card response is configured to dispal...
Hi, All! I'm developing Virtual Agent and I have a question.Are there any table of Components in Virtual Agent Designer (e.g. Node name)?I want to check components I've made as a list like topic [sys_cs_topic]. Is it possible? Does anyone have some ...
Hi ,Can Someone Help me for solutioning the below Problem Statement .Problem Statement :How to route the Live Agents to the respective group only .We have two portals .I created Live Agent for two portals A ,B . For each portal , I created queue , gr...
Hi, It is worth starting off by saying I'm new to VA - I'm trying to understand where "getGreetingMessage" is defined in the below script from the OOB personalized greetings message. As I understand it "getGreetingMessage" must be defined somewhere a...
I'm developing ServiceNow Virtual Agent (VA). I'd like to add VA launcher to ServiceNow Forms windows or 3rd-party websites like SharePoint Online, not ServiceNow portal sites like Service Portal (sp) or Employee Center (esc). Have anyone ever achiev...
We have two SR forms that reference VPN. Vendor VPN Access Request and Extranet b2b VPN Remote VPN When a user enters in the word VPN through the NLU the return result will always bring up Extranet b2b VPN instead of Vendor VPN Access, even though ...
