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
Forum Posts
Resolved! How to handle agents online/offline status for Live Agent
For me I created a script variable called agent_online:(function execute() { if (vaSystem.isLiveAgentAvailable()) { return true; } else { return false; } })()After the variable has been created Agent Online branch condition is (Screenshot below): (f...
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...
Script to show virtual agent topic based on condition is not working
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 ...
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...
How to use setup topics: AI search (fallback) in virtual agent. And what is its function
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.
Resolved! Too few unique intents found. please provide at least 2
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...
How to change virtual agent live agent message different from chat -Tokyo
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...
How to separate closing message from Live Chat Agent and VA closing
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...
Resolved! Virtual Agent Routing: Re-checking vaSystem.isLiveAgentAvailable()
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 ...
