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 ?
Forum Posts
Talk to Text for Agents in Live chat
Anyone know if ServiceNow offers Speech to Text that Agents can use in live chats? I am hoping for a yes but expecting a no.
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...
Unable to get plugin from store
I am doing some POC for virtual agent for PPM. While working on PDI, unable to get Plugin 'virtual agent for PPM' from store. while doing manual setup for PPM, it is redirecting on store to get that plugin. when I click on get option on store, it's l...
Can we enable Virtual agent on Native view only?
Working on VA very first time. Want to enable virtual agent for itbm on native view not on service portal. will that be possible? Also it should be visible only for particular users or group of user. how we can configure this?
How to make virtual agent bot to automatically greet us on microsoft teams when we open the bot
There is virtual agent integration with microsoft teams, wherein when we open the virtual agent bot on microsoft teams , it should automatically say as hi or greet us.How can we implement it? What things we need to configure?
VA API Response formatting
Hi,I am using VA API to connect with another bot, I am receiving a successful response. as async response where those responses are stored in ServiceNow and from where the "VA Bot to Bot" Rest message is called. I need to format the response sent to ...
While testing virtual agent API using postman, I'm getting errors in the system logs
While testing virtual agent API using Postman, I'm getting errors in the system logs (listed below).I was able to start the conversation and it lists all the topics in the log While switching the topic, I got this error ,can someone please help me wi...
Is it possible to retrieve only the number of views for Knowledge articles accessed via the VA?
Hi all!I would like to check how many users view knowledge articles via Virtual Agent, however the count includes both views from the Service Portal and those accessed through the Virtual Agent in my dashboard, making it difficult to distinguish betw...
Video Bot Response - YouTube only?
Hi thereI'm wanting to use the Video bot response in a Virtual Agent conversation. I only have to option to select YouTube Video Card. Is it possible to add other options in there?YouTube is a blocked application in out organisation but we use Micros...
Virtual Agent Links in Mobile App
When an employee is using the virtual agent through the mobile app, any links that route to knowledge or catalog item is opening up with our esc portal instead of the mobile portal.
Is it possible to use the Show Me Everything button dynamically depending on inc. record conditions?
Hi, In the VA there is the "show me everything" button, which is also used for Promoted topics. In case there is a high priority incident, I want to show this incident in the balloon-styled button you see below (so I want to conditionally show it bas...
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...
