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Customize greeting for Teams bot

Hi Everyone I want to customize the greeting messages OR atleast the initial conversation messages in Teams bot that is installed using Conversational Integration with MS Teams plugin.  I have so far created a custom greeting that works in VA but sam...

Aditya33 by Mega Expert
  • 1177 Views
  • 2 replies
  • 0 helpfuls

How to hide/remove the "Live agent Support" option in Virtual Agent when there is no agents available or during a weekend to take chats?

1) Even when there are no live agents available to take live chat, we have "Live agent Support." option available/ clickable as shown: 2) We also need to remove this option on weekends. Is there any way we can disable this when there are no live age...

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rajat1121 by Tera Expert
  • 2142 Views
  • 2 replies
  • 3 helpfuls

Additional Recipients for Provider Notification

Hi, Is there a way to notify all users who are currently using virtual agent chat when a record is added to a table in ServiceNow? I created a notification under Notification > Provider > Notifications and added the 'Additional Recipients' but was no...

ivychan by Tera Contributor
  • 956 Views
  • 4 replies
  • 2 helpfuls

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...

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...

Aditya33 by Mega Expert
  • 1648 Views
  • 6 replies
  • 0 helpfuls

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...

asilism by Tera Contributor
  • 1035 Views
  • 1 replies
  • 4 helpfuls

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. 

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PJ1 by Tera Contributor
  • 1198 Views
  • 4 replies
  • 0 helpfuls