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 ...
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 ...
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...
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...
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...
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...
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 ...
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, 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...
Hi, I am trying to reuse the Request Catalog item block in our environment but with no luck. Its always returning va_support: false I have read the ServiceNow product documentations for this topic blocks and even made sure the service catalog propert...
Submit a Service request topic is deprecated, do we have any other oob topic that handles catalog request submission. I have made a copy of oob and using in agent chat but would like to know why it's deprecated and if there is any alternative ? @Will...
I was wondering if anyone knew a way to get a Virtual Agent Service Portal Widget to popup with a text message like "How can I help you?". This way we can make the virtual agent widget more visible to users.
