Hello,We are currently on Tokyo and are in the development process to launch HRSD Virtual Agent. One of the requirements the Process Manager has is to report on the data related to the usage of Virtual Agent and the Feedback ratings and comments from...
Not sure which forum to post this question. I am researching and attempting to use the Issue Auto Resolution for Virtual Agent. In the documentation, it says ITSM Virtual Agent intents are the only Intents that can be used with a list of a small port...
Hi Experts.I've try to connect to Slack via Virtual Agent Setting but It isn't redirecting to Slack AuthScreenshot of steps below 1. Click [Install] 2. Click [OK] 3. Popup window shows about:blank Is anybody faces same situcation? How can I resolve t...
Hi, I'm in the process of setting up virtual agent but I can't seem to get the greeting response to work. I keep getting the same message of 'There are no agents available at the moment', 'please try again later'. Even when I try to test a topic (any...
Hello all. Working on standing up virtual agent, just in our test instance at the moment. The issue I'm running into is that when searching something, I want the virtual agent to present KB articles, such as the one titled "Health Insurance". When I ...
I am working on an extrernal webapp on react and have embedded the chat bot using an iframe in the app, but it requires me to sign in first for it to work. However I am using this bot to serve users who are not service now users and thus they don't h...
Hi All, Our team is about to trial removing the show me everything button and guiding the user in performing their search. We find customers who type their utterance have an increased success rate of 7% in their chat being automated/VA only. My main ...
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...
Hi Experts, We want to enhance the KB article search in virtual agent.How to improve on below -How to display high/low rated articles search ?Can we get category wise KB search and then article?Thank you.
"Hi <user's first name>, I'm your virtual assistant. How can I help you today?"
Hi, I am cloned the OOTB topic Request a catalog item and trying to use it to request a catalog item from the Virtual Agent. I am able to find the catalog item but when I try to proceed with requesting the catalog item, it returns "Can't find a valid...
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...
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...
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!
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...
