How to customize Virtual Agent Analytics Dashboard?
Hi All, I have requirement to add filters on the OOB Virtual Agent Analytics Dashboard, Is there any possibility to customize this dashboard? Appreciate if you could help me on this. Thanks!
Forum Posts
Fallback vs AI Search Fallback
In Rome, our Virtual Agent set-up took users to our defined Fallback topic if we weren't able to match their utterances. In San Diego, it now goes to AI Search Fallback even though we haven't enabled AI Search in our instance. How can we get VA to g...
How to Display Message on the Virtual Agent Widget on hover
Currently, Users are unable to identify the Virtual Agent Icon that is available on the footer of the Portal Page. So we want to add some interactive messages or hover on messages like this.
Resolved! Nothing is showing up in virtual agent.
Hi Everyone I was trying to create a custom branding record in VA and in doing so I did some wrong configuration and now VA is launching but nothing is showing up, no messages at all. VA shows me that there are "new message" but nothing is visible. I...
Resolved! How to exclude Content Item from Contextual Search Result
In my environment, in order to show Knowledge Article on Service Catalog search on Service Portal, I use Content Item to show Knowledge Article on Service Catalog. When I implement Contextual Search on Virtual Agent to show Catalog Items and Knowledg...
Resolved! Adding Existing NLU Model Intents, Utterances, Entities, Vocabulary sources to new update set
Hi Team, I have created a intent on my English model. This intent contains around 16 utterances. I have also created Vocabulary Sources and annotated the same with my utterance.Scope: MY CUSTOM SCOPEupdate set: default setmodel: English modelintent: ...
Resolved! how to keep variables in same session?
Hello, I made 2 topic blocks, named "Module 1" and "Module 2" [Module1]start -> script -> Module2 -> end [Module2]start -> script -> end if I define some variables (vaVars.test) in "Module 1" and move to Topic block "Module 2" using by Topic block t...
Cannot get VA chat links to reuse the current window when opening links
We are implementing VA with the approvals and ticket status topics as part of our implementation. One of the requirements given is when users click on the link to their ticket (incident, request or change) that it will open in the existing window rat...
Configure Virtual Agent Teams Integration Commands(tips)
Can we configure Tips/Commands of Virtual Agent that are visible on Teams and update its description? Is there a way to configure the behavior for some commands, like the text which shows up?. [Below is the image of text which shows up for help.
how to enable virtual agent to external user
 I provided both table level and field level acl for snc_external role for custom table. I have to retrieve the details of record using short description. But user with the snc_external role not able to access the table. Please help with this.
Resolved! Engagement messenger and third party cookies
Hello, We are currently in the process of implementing ServiceNow's Virtual Agent Chat Web App on an external website, but we have noticed that it requires the use of third party cookies. As browser support for third party cookies is being dropped, w...
Virtual Agent - Topic timeout abandon chat reminder and termination
Hi Everyone Has anyone configured "Add the com.glide.cs.conversation_idle_timeout property to the System Property [sys_properties] table to specify the length of time that an abandoned Virtual Agent or Live Agent conversation remains open (idle)." th...
Resolved! Hyperlinks in text responses showing full URL and not opening with Virtual Agent in Microsoft Teams
When we updated the plugin for the conversational integration with MS teams our test responses that contained URLs started to display with the whole URL under the text and the link only opens a new blank window in Teams. Is there an option get the li...
Resolved! Has anyone found a way to make the Virtual Agent more prominent on the page?
Our user adoption after go live has been low and the majority of responses are that they don't notice the little button in the bottom corner. Looking for suggestions on how to get it to pop up like other websites do or put it somewhere in the flow of...
Resolved! Reference Choice Limit on MS Teams
Hi, We have a requirement to allow application CI from cmdb_ci to be selected by user in MS Teams. Please find below the VA coding to return the CI record. we found that if we have gr.setLimit over 128, the virtual agent conversation in Teams will be...
