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...
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...
I'm using When attaching a knowledge article to an Agent Chat conversation, is there a way to default to a specific Knowledge base? Currently, I'm in a live chat, when you click on the 'Book' icon, it displays all knowledge bases in our organisation ...
Hi, Now Virtual Agent gives me the option to attach a file/image but when I drag the file to the conversation I'm unable to drop it. Thanks.
I'm noticing that the ai search isn't returning any KB or catalog matching results when searching relevant keywords. I duplicated the OOB AI Search Fallback topic block and enabled it via 'Custom Greetings and Setup' to ensure that the search is inde...
Hello, At certain junctures in a topic flow when the customer types an utterance they see the message Sorry, I didn't understand. Please answer below question.Are you inquiring about:<<list of topics to select from>> The customer sees the correct li...
