I'm using a "Record" type card from our Outages table to display outages to the VA users before they talk to a live agent. The options I have are:Card type: RecordPopulate by referencing: TableTable: OutageCondition: Script (I'm filtering by having c...
I just wanted to make sure that whether SNOW supports voice bot or not! Does anyone have prior documentation the above mentioned
Greetings! I would like to replace the OOB Default icon used in the menu item so that I can have a line item for Phone that doesn't result in a link as we do not have this option enabled in our instance. NOTE: I have tried replacing the icon on the ...
Hello, I'm fairly new to Virtual Agent and was wondering if this is even possible. I'd like to configure virtual agent to search my catalog items based on the meta data field instead of the default behavior. Has anyone had luck creating a custom quer...
Hello, I've been trying to implement a filtered contextual search into my virtual agent responses. The contextual search is returning results but they do not appear to be filtering down as expected. Here's the steps I've completed from the documentat...
Hi, I would like to make the UI for the Chatbot to be more attractive by using different font styles and font sizes. Need to configure such that we have Emojis along with the questions asked on the chatbot. How can we achieve this in a Virtual Agent ...
In the VA Designer application I’m updating an existing Topic. After a decision point I have three branches and I want to edit the condition of one or the branch labels. When I click the label and then click Edit Condition, the whole designer screen ...
Today, we have reports on a Dashboard that shows:How many users are in the queueList of users with short description of what they need help with and the transfer to live chatHow many active answered chats (chats in progress)List of Technicians in cha...
Hi Experts,I need to use a custom greetings and closure message for only one VA topic that I created. Its a live agent topic, basically, but I don't want to disturb the existing greeting and closure message configs for the other topics present alread...
Hi all, I want to know if there is any template like this, when the information doesn't resolve the user's issue, it will ask the user to describe more details and create the ticket automatically. Also, it will ask you about the using experience. As ...
Hello guys,I am trying to setup the Virtual Agent routing to Live Agent queues based on customer input. I can "easily" achieve this with "Connect Support" (chat_queue) by passing the queue sys_id in an Action expression using "vaVars.LiveAgent_queue"...
Hi All, The requirement is we are asking user to select language to connect to an agent and if user select french then the message "Please stand by while I connect you to a live agent." should come in french and if user select german then the message...
Dear all, We have a FAQ module (user input sth, then the bot recognizes the intent and will give the corresponding response) and it is driven by Google Dialogflow. I want to ask whether it is possible for the Virtual Agent to call the FAQ module (i...
Hello all, I'm currently trying to send a reference from the queue table (awa_queue) to the next topic in line to check the schedule and agents availability. Simply trying to send a queues value, through the Start Segment of the topic to run some scr...
When I'm running a script action in a VA topic, the script does not run as admin. For instance, in one of my scripts I'm referring to the Date Of Birth (DOB) field of a user to conditionally show or hide a bot response for users older than 40. Howeve...
