Resolved! how change the size of the chat conversation panel in agent workspace
Hi All, Looking to see if we have any ability to expand the chat conversation window width in Agent Workspace? Shown below.
Forum Posts
Not able to type any keyword when pick an option is visible in Virtual Agent
Hi All, I have created a custom topic named as "Main Menu". When I select Main Menu, it shows an options to pick. at same time, typing a keyword gets disabled until unless I pick any option. I want to give both functionalities to customer(either pick...
Resolved! Virtual Agent - Making the agent name/first name anonymous
Hi, In the Virtual Agent chat, can we anonymize or show only the first name of the assignee?
Resolved! Why is NLU Missing from VA Properties?
Hello, Our admins just set up a new San Diego instance. I created an update set of my VA topics (Quebec) and had them promote it to the new (SD) instance. However, the topics that have NLUs associated with them no longer have them and I can't see NLU...
Virtual Agent : Exception while executing request: No definition for field: submission_confirmation
I have cloned the existing topic for Virtual agent designer. Now I want to modify the topic as a part of this I have added static choice user input variable in the flow "submission_confirmation". While publishing it is throwing an error Exception whi...
Resolved! Is it possible to hide emoji icon in Virtual Agent?
Hi ALL, I'm using virtual Agent and I want to hide emoji icon in virtual agent. Are there anyone who know about this topic? Thanks!
Virtual Agent Knowledge FAQ's
Virtual Agent searches the entire KB database that you point to, it's also supposed to search on Self-Service Articles in particular as well. How do you ServiceNow Admins setup VA to look at Self-Service KB's? How do you identify your Self-Service Ar...
Show Virtual Agent client only to specific user on portal
Hello. We are try to figure out a way in which we can restrict access to Virtual Agent client only to specific users. In our case we are trying to show VA to specific countries only. In agent chat configuration I can see there is a role based criteri...
vaInputs.variable does not store value
I have been working on chatbot and retrieving values on basis of vaInputs.variable name but sometimes it doesnt hold value any specific reason to that ?, my version is NewYork Workaround for same : have to use Script and use vaVars.Variable_name =...
Resolved! I want to call the Flow created by Flow Designer from Virtual Agent Designer.
I want to call the Flow created by Flow Designer from Virtual Agent Designer.I ran the code below, but an error was output.The target flow is global scope and the internal name is correct, but why can't I find it? var inputs = {}; inputs['current'] ...
Can an agent or AWA manager manually assign a chat?
Is there a way for an agent to manually assign themselves a chat without it being offered/accepted through the Inbox? For example, if the agent sees a chat in the interactions list that is waiting could they go to the interaction to manually assign ...
Resolved! I want to start a specified topic after displaying the "show me everything" button
When you start the virtual agent,A greeting is displayed and a "show me everything" button is displayed,I want to start a specific topic without selecting a topic at this time. ・Is there a way to specify a topic? Thank you.
Hyperlink issue in MS Teams and Virtual Agent Flow
Hi Experts, In Virtual Agent flow we have some URLs and ServiceNow Knowledge article links which is working fine in Virtual Agent in Web version , however it is not working on MS Teams ( we have integrated MS Teams and Virtual agent). The link is s...
Live Chat for HR Service Delivery
I want to confirm the correct method for setting up a chat Service Channel for HR Service Delivery using Agent Workspace and Advanced work assignment. We have multiple departments on our platform with multiple queues for Chat. Should the HR Chat be...
Resolved! virtual agent is routing to Live Agent chat by showing error occurred and not showing the list of items from KB initially
virtual agent is routing to Live Agent chat by showing error occurred and not showing the list of items from KB. Initially it was showing list of items from KB.
