Issue with Virtual agent rendering wrong
When I open a virtual agent on a monitor it works fine: when I open Virtual Agent on a laptop it looks terrible it looks like it blends behind the portal.
Forum Posts
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 ...
Is this a good idea?
I submitted this in the ideal portal and wondered if others think this is a good idea. Since the ideas seem to be hidden now, I am posting this question to see what others think. https://support.servicenow.com/now?id=view_idea&sysparm_idea_id=c10e36c...
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...
Resolved! Upgraded to Utah changed the Close VA icon. How to get the X back?
When we moved to San Diego, I found a great article from Mark on how to change the close icon. We upgraded to Utah and it seems things have changed again.This is what the icon looks like now for users to close the chat window. How do I get this to a...
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...
Find stuck Teams integrated accounts
We have had Virtual Agent integrated with Teams for some time now. A Director asked me if the VA is working in Teams, that question caught me off guard! I asked the Director to type "Restart" in VA Teams and that unlocked whatever was locking his VA....
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...
Resolved! Can we see the names of users that have had a conversation with the Virtual Agent
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...
Resolved! Virtual Agent: different bots/profiles (branding) for different portals + MS Teams tenants
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 ...
Can we enable Close chat option throught the chat in Virtual Agent
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
