Does anyone know how to configure assigning all agents a incoming chat in Agent Workspace, then first one to accept the chat can proceed? All other agents will notice the queue chat disappeared?
We are building a topic that will show a static choice control only IF the user is coming from a specific. So depending on the topic that ran prior to the present topic, then the static choice control would/would not show. Anyone done something simil...
By default for any question asked from VA if there are more than 10 results then the VA shows only the top 10 results and automatically a "show more" button is displayed to the user to see the next set of results. I want this to happen after 5 record...
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...
We have 2 portals one for HR and another for IT teams when we open virtual agent side by side on 2 portals information is getting mismatched like options from IT Virtual agent are getting displayed on the hr portal virtual agent do we have option t...
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...
We are new customers currently rolling out ITSM. We have some old specific use-cases we need to bring with us into ServiceNow without necessarily getting the specific modules yet One of these is a Sustainability Chatbot FAQ style which our ESG staff ...
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...
We have Virtual Agent and MS Teams integrated, when users are in Teams using VA and go to live chat, there are times the user gives the agent a thumbs up. The agent does not know the user gave a thumbs up unless the agent is remoted into the users co...
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 All, For OOB Topic Submit a Request in VA, when we type Laptop it gives all catalog items related to laptop and displays it with image and it displays total of 5 items and last option is None of these.I have a requirement where if None of these is...
