We have a requirement to show a topic flow to the users in Virtual Agent bot only if the user has active HR cases.The topic is created in HR Service Delivery Virtual Agent Conversations application. But the context script under 'Who can access this ...
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,My virtual agent closing message and Live Agent closing message showing same message.Is it possible to change the Live Agent closing message separately from my normal closing message for Vitual Agent?Could you please help me with the design st...
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...
Can someone tell me how should I get my service portal name from servicenow virtual agent?I 'm planning to setup AI functionality for virtual agent.In the step - 'Add bot to your portal', I couldnot find the portal name.(conversational interfaces->ho...
Dear all, I am working on Virtual Agent API (sn_va_as_service), I am following this video. I don't know how to configure JSON (requestID, enterpriseID, clientMessageID etc.), For example in the tutorial: If I want to talk to Virtual Agent on esc...
Hi, I would like to know the below queries. 1. How does AI search works at backend in virtual agent chatbot ? 2. How does contextual search works at backend in virtual agent chatbot? 3. what is the difference between AI search and contextual search i...
Hello All, I have my intent and entity defined in servicenow dev environment. Now i want to move entire nlu model to uat, but when it tried exporting to csv from dev and importing that in uat, i got only intents and did not get associated entities to...
