Hello everyone, Whenever my Fallback Search topic is executed, it always displays results from the catalog first instead of knowledge bases. How do I change the order to display knowledge articles first?
We are looking to delegate topic editing and management to other (non-admin,) users. However, to do this it seems we need to give them the full VA admin role, which *also* gives them a huge amount of access to other areas of the platform.Ex: With j...
Hi Experts, How to hide Virtual Agent icon from the HR portal?We need this icon ,on Service Portal only. Could you please suggest ? Thank you.
My integrations of Microsoft Teams + ServiceNow Virtual Agent was already working on our instance till yesterday however it is not working since today morning. My ServiceNow Virtual agent ID is connected to Microsoft Teams ID and the Web ServiceNow V...
I have embedded VA on external websites using engagement messenger. Is there any way to retrieve URL of that website in Virtual Agent topic script ?
Hello I have requirement to Transfer the user to Desired Language Selected Queue as follow Now after selection of this Language we have script action which transfers the user to chat i.e. OOB. vaSystem.connectToAgent(); steps tried:- Working:- ...
Hi,starting to fiddle with NLU and VA, I get an error message with trying to sync the @personName vocabulary source. We have over 700 000 records in the sys_user table and that is what is causing the sync to fail. Is there any way I can modify (set a...
Hello Everyone, I would like to know how to use genius results in Virtual agent ? can someone please provide the steps for the same in case you have configured in your instance ?
In the virtual agent, if the user performs a search and no topics are currently available for that search, an AI Search Fallback flow is triggered. The current setup would allow the user to type a statement and if there is no topic but a genius resul...
Hello, We have been given a requirement that we have partially achieved, but I am wondering if someone can offer a suggestion for the last part. The requirement is around search attachments using AI Search. They do not want the users to be able to ...
Hello, Is it possible to see how this "Show me everything" button works. I can see that this is calling it: vaSystem.sendTopicPickerControl. But there is no documentation about this method and all vaSystem methods at all. Is it possible to check all ...
We've been testing VA in Teams today and found it's behaving differently. There's a point where I check if there's an available agent using vaSystem.isLiveAgentAvailable(). On the Service Portal, this returns true. However, in Teams, it returns false...
Hi Team, We have a requirement to broadcast a message to all users using MS Teams Now Virtual Agent and Virtual Agent in service portal. How can i do that? Is it possible? Use case:1) whenever a new topic is going to publish or live, I want to inform...
I searched in the docs as well but I could not find what a deflection does and how does it work? I have seen it being used in OOB topics but cannot understand what is it being used for. Can someone guide me here?
I know you can customize the Idle Chat Timeout Reminder Message which displays to the user (default "The conversation is timing out, are you still there?"), but what about the message that displays to the agent (from the "System Administrator" accoun...
