Supported Variables on Virtual Agent
Why Virtual Agent is not supporting all type of variables , Where we can find the list of variable types that are supported by VA. Is there any possibility of adding the variable types to be supported by VA ?
Forum Posts
Embedding Virtual Agent live chat topic in external website
We want to embed the Virtual Agent on our main website, which is not in ServiceNow. We have followed the SN documentation for allowing the embed of the Virtual Agent external page successfully. However, to start off, we don't want the main Virtual Ag...
I can't get Entities to work in my NLU Intent
I have built an intent that contains 161 utterances. I then created an entity that will point to a response further down the conversational flow of my topic. I then went to the VA Designer to link the new Entity to the Static choice node in my topic ...
Is it possible to disable/hide "click here to start a new conversation" after conversation end
Hi all Anyone got experience to disable VA field at the bottom of chat "click here start to new conversation" after conversation end? And also hide the "+" button to start a new conversation. Currently my VA was design to be be initiate from externa...
I have a use case where I'm trying to have ServiceNow chatbot as the Primary Bot
I have a use case where I'm trying to build ServiceNow chatbot as the Primary while Genesys chat as the secondary. I'm using ServiceNow virtual agent API to integrate between the two bots. The issue I'm seeing is when I send message to the ServiceNow...
OOTB VA conversations
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...
Resolved! Routing chat based on user's country location.
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!
Resolved! Default Chat Experience not working
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...
Resolved! how to set Good Morning/Good afternoon /evening depending on user's login time in ChatBot greetings ?
how to set Good Morning/Good afternoon /evening depending on user's login time in ChatBot greetings ? @Hardit Singh
Resolved! How to remove Continue as Guest option from authentication page while linking SN user with MS Teams
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...
Can the va_link syntax be disabled?
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...
Resolved! NLU Intent in Virtual Agent Designer is read-only
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...
Resolved! Integrate Azure OpenAI
Virtual Agent Error Handling Message not working
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...
Resolved! How to handle no AWA availability and Live Agent support
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...