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...
I am curious if anyone has ever had an incredibly high number of Topics. We currently have around 60 Topics and around 40 Intents (yes not all Topics have an intent by design).I read a suggested max on Intents and have not found anything on suggested...
I have a Azure bot as a primary bot , i want to build a feature "live agent transfers" whenever bot would be not able answer some particular questions then user can make request " talk to a live agent" , then transfer that request to the ServiceNow v...
Hi all, Any idea how we can integration Virtual agent in Google Chat . Thanks Rahamath
I have cloned "FAQ Conversation Builder" OOB topic block on scoped application. It is calling a Script Include global.VAGlobalContextualSearchUtil which has the following line at 262 : var conversationId = vaSystem.getConversationId(); When testing...
Looking for someone that has integrated ServiceNow Virtual Agent with Genesys Chat. We are having an issue adding Genesys responses into virtual agent. ServiceNow must call a “messages” web service on Genesys every 2 seconds to poll for new message...
I'm looking to implement a greeting in virtual agent that will display a different message the first time someone uses it, and then ashorter more succent message on subsequent visits. I'm thinking the best method is simply to do a GlideAggregate coun...
After upgrading a dev instance from Rome to San Diego, Virtual Agent started answering every request with "I'm having technical issues and won't be able to continue this conversation." When testing topics in designer, I get the same problem on all to...
We are trying to install Slack Integration with Now Virtual Agent App, but we are getting below error.We have configured the SLack workspace with Admin credentials and ServiceNow user profile also has admin privileges.The accounts at the both the sys...
There is the feedback topic that is presented at the end of a conversation that has occurred within the VA only and did not go to live chat. I believe we have it set to 50% or 75% and I was asked to increase this to 100% of the VA only chats. I canno...
