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...
Currently, Users are unable to identify the Virtual Agent Icon that is available on the footer of the Portal Page. So we want to add some interactive messages or hover on messages like this.
Hi Everyone I was trying to create a custom branding record in VA and in doing so I did some wrong configuration and now VA is launching but nothing is showing up, no messages at all. VA shows me that there are "new message" but nothing is visible. I...
In my environment, in order to show Knowledge Article on Service Catalog search on Service Portal, I use Content Item to show Knowledge Article on Service Catalog. When I implement Contextual Search on Virtual Agent to show Catalog Items and Knowledg...
Hi Team, I have created a intent on my English model. This intent contains around 16 utterances. I have also created Vocabulary Sources and annotated the same with my utterance.Scope: MY CUSTOM SCOPEupdate set: default setmodel: English modelintent: ...
Hello, I made 2 topic blocks, named "Module 1" and "Module 2" [Module1]start -> script -> Module2 -> end [Module2]start -> script -> end if I define some variables (vaVars.test) in "Module 1" and move to Topic block "Module 2" using by Topic block t...
We are implementing VA with the approvals and ticket status topics as part of our implementation. One of the requirements given is when users click on the link to their ticket (incident, request or change) that it will open in the existing window rat...
Can we configure Tips/Commands of Virtual Agent that are visible on Teams and update its description? Is there a way to configure the behavior for some commands, like the text which shows up?. [Below is the image of text which shows up for help.
I provided both table level and field level acl for snc_external role for custom table. I have to retrieve the details of record using short description. But user with the snc_external role not able to access the table. Please help with this.
Hello, We are currently in the process of implementing ServiceNow's Virtual Agent Chat Web App on an external website, but we have noticed that it requires the use of third party cookies. As browser support for third party cookies is being dropped, w...
Hi Everyone Has anyone configured "Add the com.glide.cs.conversation_idle_timeout property to the System Property [sys_properties] table to specify the length of time that an abandoned Virtual Agent or Live Agent conversation remains open (idle)." th...
When we updated the plugin for the conversational integration with MS teams our test responses that contained URLs started to display with the whole URL under the text and the link only opens a new blank window in Teams. Is there an option get the li...
