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...
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...
Hello all, I am currently working on a 'Report ServiceNow Problem' Virtual Agent topic and wondering if anyone has done this or if I am forgetting something important. Right now, the two variables I have setup up is to pull the node information and t...
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...
Has anyone implemented any types of easter eggs within their Virtual Agent? I just implemented this as one and made me wonder if others out there have something similar. In case you would like to do the same I created 3 script variables:The default v...
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...
Hi Experts , When tying any junk value e.g - hhghgh, ggghhh , it is still showing the flow contents instead of the error message. Can some one please suggest how to fix this issue ? Thanks in advance.
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...
