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.
Forum Posts
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...
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 ?
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...
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...
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-...
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...
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 ...
