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!
Forum Posts
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.
How to make VA bot response link as dynamic (ie. instance dependent links, a link clicked on test instance VA redirects to test instance)
Hi, I need to add links for catalog items in the bot response of VA. I need to make them as dynamic so that when link is clicked on dev environment it redirects to a item in dev and when same thing is accessed using test instance VA it redirects to i...
How to do MS Teams integration on Agent Workspace
Hi , Can some one please suggest how to enable MS Teams dial out feature on Agent Workspace ? Please share document /steps/video for the same ? Thank you.
Response template is not visible to the user in Agent Workspace
Hi, I have created a new response template and mapped it with the 'chat' channel, but this response template is not visible to the agents in the agent workspace. I have impersonated with admin in agent workspace and admin is also not able to see the ...
In what table can I find user utterances?
For the longest time, I've been using the interaction_log table to quickly and simply query real user utterances - i.e. "how many people typed in "x" to VA?" - but I'm finally asking for help after being frustrated by the 40 character limit on the Ut...
Resolved! Virtual Agent API - Default Topic
Hello community, we`ve successfully connected the VA Chatbot to WhatsApp using the new VA API that came out on the Paris release, through a 3rd party messaging provider (e.g. twilio). The problem is, anytime a user starts a chat through the API, the ...