Genius Results in Virtual Agent
Hello Everyone, I would like to know how to use genius results in Virtual agent ? can someone please provide the steps for the same in case you have configured in your instance ?
Forum Posts
On Virtual agent , if genius result is unhelpful, prevent it from appearing as a search result
In the virtual agent, if the user performs a search and no topics are currently available for that search, an AI Search Fallback flow is triggered. The current setup would allow the user to type a statement and if there is no topic but a genius resul...
AI Search, return the KB not the attachment when the word searched is found in the attachment not the KB
Hello, We have been given a requirement that we have partially achieved, but I am wondering if someone can offer a suggestion for the last part. The requirement is around search attachments using AI Search. They do not want the users to be able to ...
Virtual Agent: Change "Show me everything" button
Hello, Is it possible to see how this "Show me everything" button works. I can see that this is calling it: vaSystem.sendTopicPickerControl. But there is no documentation about this method and all vaSystem methods at all. Is it possible to check all ...
Resolved! Virtual Agent in MS Teams thinks there are no agents available
We've been testing VA in Teams today and found it's behaving differently. There's a point where I check if there's an available agent using vaSystem.isLiveAgentAvailable(). On the Service Portal, this returns true. However, in Teams, it returns false...
Will it be possible to broadcast a message to all users through MS Teams Now Virtual Agent&Portal VA
Hi Team, We have a requirement to broadcast a message to all users using MS Teams Now Virtual Agent and Virtual Agent in service portal. How can i do that? Is it possible? Use case:1) whenever a new topic is going to publish or live, I want to inform...
Resolved! What is a deflection in Virtual Agent utility?
I searched in the docs as well but I could not find what a deflection does and how does it work? I have seen it being used in OOB topics but cannot understand what is it being used for. Can someone guide me here?
Changing Agent Chat Timeout Message to Agent: "System Administrator has left the support session."
I know you can customize the Idle Chat Timeout Reminder Message which displays to the user (default "The conversation is timing out, are you still there?"), but what about the message that displays to the agent (from the "System Administrator" accoun...
Resolved! Virtual Agent Emoji's not appearing in Test Instances, Working in Developer Instance
Hello! I seem to be unable to push emoji's from our Developer instance into our test instance, but the text following or afterwards is present. The emojis work just fine in the developer instance when testing. When I look up the sys_message_ui table ...
Welcome Greetings for separate portals
Hi All How can we customise welcome greetings for different portals example service portal = Default welcome Greetings(existing one) customer service portal = Hi how can i help you need custom greetings for separate portals and it should replace de...
Virtual Agent Feedback Survey Response
Hi, Does anyone know which table I can retrieve the user's response for the Virtual Agent Feedback Survey from? I have setup a Virtual Agent Feedback Survey topic to gather feedback from user using Virtual Agent when the chat conversation is ended an...
How do I find which Topics are using a particular Topic Block?
I am new to Service Now Chatbot Virtual Agent. I would like to know how to find all the dependant Topics or Parent Topics which use a particular Topic Block? When I checked existing Topic Block and navigate to 'Properties' ->View published topics tha...
Virtual Agent REST API
Team, I want to build a custom web application that enable users to chat directly with a Live agent. So I'm planning to use Virtual Agent REST APIs to pass chat to a live agent. users in my web application would always need to chat with a Live agent,...
Resolved! Entity mapping for Reference Choice List is not working
Hi All, I have created a custom topic for Hardware related incident and I have created NLU Intents for this topic and configured necessary utterances. I have created one vocabulary source for list of all hardware and configured in the utterance. I cr...
Is it possible to open a new window from a VA chat?
Hello, I have a requirement whereby if a user picks a certain option from a static choice list I need to open a new browser window with a specific URL. Is this possible? Thanks.,
