Hi Been watching a video which contained a list of the OOTB VA conversations from servicenow. We want to start really improving our virtual agent and i wanted to delve into the conversations and what they actually do (was hoping e.g. the Azure AD on...
My client wants to route chat to different chat queues based on the country location of the user. Any Idea. how to do it? Thanks!
I need help i think i messed up. The Default Chat Experience is not working, I think servicenow created another Default Chat Experience and he's not allowing me to access or overwrite it and I'm the admin. I was performing some cleaning up in the gr...
how to set Good Morning/Good afternoon /evening depending on user's login time in ChatBot greetings ? @Hardit Singh
Hi All, I need to remove Continue as Guest option from authentication page while linking ServiceNow user account via MS Teams in Virtual Agent. I have found KB0859534 but it looks like it is not applicable for Tokyo release (we don't have _link_accou...
To my understanding, the va_link syntax was added to capture click metrics. However, we train the users over and over again to hover over and verify the URL before clicking. We also pay a third-party company to send emails, chats, and sms messages to...
Good dayI'm trying to add an intent to one of the ITSM NLU for Virtual Agent models. I'm seeing the message:This is read-only based on protection policy.I have the admin and nlu_admin role. Is there some setting that is required for the NLU Intent to...
I am running into an error with my virtual agent error handling message. The error message is conditionally appearing based on what you enter. For example, if I ask it to "cook dinner," it will reply with the error handling message. If I ask it to "m...
We are using a third party for call/chat handling so the agent status's never change in AWA and that caused me some issues attempting to transfer to a live agent. I in turn created a on update business rule on the awa_agent_presence table to keep the...
Dear all, I wonder the difference between AI search (fallback) and Contextual search (fallback)? I found them in the topic list, but I don't know when to use which one and how to use AI search (fallback)? Thanks a lot.
Hi,I am trying to solve the micro-certification task in Virtual Agent. The task says: Train the NLU model• *Train the CD Self Service NLU model• After the model is trained, test the model by entering test phrases. If the prediction results return a l...
Hi All,I'm having an issue to separate out VA closing chat vs LiveAgent chat closing. Currently, i tried to create a closing setuptopic which Split the decision using an if statement with vaSystem.didConnectToLiveAgent(). If the user connected with a...
Hello I am interested in how to create a after hour queue for live agents. Using Topic Blocks with context application variables to route to queues. For example: 1. In a flow screenshotted above, we have configured routing to a country specific ...
On the greetings topic I created a script variable in order to check our KB for any open Promo/Outage Messages. This could be repurposed to any other item such as incidents or changes. (function execute() { var count = new GlideAggregate('kb_kno...
