I've enabled the Virtual Agent plugins and tested VA via the Service Portal (using a configuration in "Service Portal > Agent Chat"), however I now want to test out an Agent Chat session going straight to a Live Agent, bypassing Virtual Agent. (This ...
Dear all, I tried to use the filter like "category contains Navigation" in the sc_cat_item and no records were found: Then I used "gr.addEncodedQuery('categoryLIKENavigation')" in Choice Value Expression Scripts of the "Reference Choice" node in Vi...
I am using the Virtual Agent bot integration API to add a bot to my application.Whenever I send some random message (example - hii) to the API for the first time I get a valid response from the API i.e But after this, if I send some random request to...
HI, I am trying to change the default navigation to custom portal but I am getting below error when I am trying to change on the URL navigation. Can any on help me understand how can I change this ? Thank You.
Hello We are looking at using contextual search within our virtual agent to search knowledge bases. Each search results provides a link and a snippet of text. Currently the snippet of text seems to be the part the knowledge article that the search to...
Let's say I want to create a topic block - Incident Information Card Layout Now any incident sys id can be passed as a input to this topic block and it should show those fields specified on the card to the user. Could you suggest any approach by whi...
Has anyone ran into this issue when trying to train their NLU model? Error Messagejava.lang.Exception: SE0229:Training failed due to: Model information (ml_sn_itsm_nlu_itsm_nlu_for_va) has no reference for (ml_x_snc_global_global_3aedf38234bf5010f8...
When trying to log a message to the Log tab in Virtual Agent Designer topic tests the messages aren't showing. The logs are still showing under system logs. However this is a little cumbersome and would be preferable to show in the Logs in the Test c...
Hi, Now Virtual Agent gives me the option to attach a file/image but when I drag the file to the conversation I'm unable to drop it. Thanks.
I'm noticing that the ai search isn't returning any KB or catalog matching results when searching relevant keywords. I duplicated the OOB AI Search Fallback topic block and enabled it via 'Custom Greetings and Setup' to ensure that the search is inde...
Hello, At certain junctures in a topic flow when the customer types an utterance they see the message Sorry, I didn't understand. Please answer below question.Are you inquiring about:<<list of topics to select from>> The customer sees the correct li...
We are missing the ability to attach a KB when creating an incident from an interaction. According to a Utube video the button to attach a KB or Flag a KB is missing from the menu. See Attachment with missing buttons.
Hi CommunityI have a requirement that end user can put Request number in Virtual Agent (VA) and the status of that request will be visible to end user.Can this be configured , if so can i be guided on how to achieve this and any necessary script/code...
I wonder if anyone else has experienced this and found a fix for it. Our Agents have to work fast and sometimes they are too fast for the system. They create an Interaction, then create an Incident from the Interaction , complete the fields in the In...
How can I remove a Teams integration tenant from ServiceNow Messaging Apps Integration page? Connected to 2 Teams instances and need to remove the incorrect one. But no option to remove it.
