Resolved! Where to import "Chat Header Logo" in Virtual Agent
Hi all, I want to import a chat logo for Virtual Agent, but in San Diego version I can't select and do it: Can anyone tell me how to do that?
Forum Posts
Is there an easy way to identify if a topic was triggered from an utterance or from the show me everything menu?
We would like to give our users some context when they triggered a topic through an utterance, e.g. to ensure they ended up in the correct topic and give them an option to quickly exit if it is the wrong one, however this information is not needed wh...
Virtual Agent: hide "Show me everything" button
Hello, Is there a way to hide the "Show me everything" button. Because of the large amount of topics that we have we want to restrict this button not to confuse the users. So our idea is to hide this button and only leave a welcome message and the ch...
Resolved! Assign a chat to all online agents in a queue
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?
Skip a node if user comes from a specific topic
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...
Virtual Agent to show only top 5 results and then user should click on show more to show the next.
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...
Resolved! How do I bypass/disable Virtual Agent in the Agent Chat window (i.e. go straight to a Live Agent)
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 ...
How to use script on Virtual Agent to filter table "sc_cat_item" by "reference type" field -> Category?
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...
Getting improper response from Virtual Agent bot integration API
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...
Resolved! How to host multiple instances of the Virtual Agent?
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 ...
Virtual Agent : Link in the chat for KB and catalog items are not navigating to portal
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.
VA Contextual Search - configuring what is returned in the search results
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...
Resolved! How to pass value from a topic to a topic block?
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...
Resolved! Any ideas on users giving a Thumbs up in a chat that is integrated with Teams
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...
Resolved! Virtual Agent NLU Model Training Fails
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...
