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VA chat download transcript in not working

Hi Team , We enabled chat script download in VA but for some user we are getting errors please find below error message    Error :: This user doesnt have access to this transcript , what would be the reason for it , do we need any specific roles to d...

Resolved! NLU - Increase the intent confidence threshold

According to Tokyo release notes  ServiceNow NLU update,   The com.glide.cs.intent_confidence_threshold system property has been updated to 0 and should not be changed to a different value for ServiceNow NLU. The property is applicable only if you ar...

valter479 by Tera Contributor
  • 2477 Views
  • 1 replies
  • 2 helpfuls

VA to Live Agent Transfer not Working From Setup Topic

Hello everyone, I've modified the Anything Else setup topic to include another prompt to the user - it also asks them if they want a Live Agent. If they choose a live agent, it asks them to select a queue. It then sets a variable that contains an ide...

Raj64 by Tera Guru
  • 1025 Views
  • 1 replies
  • 0 helpfuls

Resolved! Chat Contact Support Menu Item Icon Not Displaying

Greetings! I would like to replace the OOB Default icon used in the menu item so that I can have a line item for Phone that doesn't result in a link as we do not have this option enabled in our instance.  NOTE: I have tried replacing the icon on the ...

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Amy Lind1 by Tera Guru
  • 2378 Views
  • 4 replies
  • 2 helpfuls

Configuring Virtual Agent Contextual Search

Hello, I've been trying to implement a filtered contextual search into my virtual agent responses. The contextual search is returning results but they do not appear to be filtering down as expected. Here's the steps I've completed from the documentat...

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TimFischer by Tera Expert
  • 2314 Views
  • 1 replies
  • 0 helpfuls

Resolved! VA Designer Screen goes Blank

In the VA Designer application I’m updating an existing Topic. After a decision point I have three branches and I want to edit the condition of one or the branch labels. When I click the label and then click Edit Condition, the whole designer screen ...

Matt Lodge by Tera Expert
  • 1638 Views
  • 4 replies
  • 4 helpfuls

Resolved! Virtual Agent custom greetings & Closure

Hi Experts,I need to use a custom greetings and closure message for only one VA topic that I created. Its a live agent topic, basically, but I don't want to disturb the existing greeting and closure message configs for the other topics present alread...

Resolved! Virtual Agent - Agent Chat routing

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"...

Rovereto by Tera Contributor
  • 6556 Views
  • 9 replies
  • 9 helpfuls
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