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.
Forum Posts
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 ...
entities 'missing annotations' bug?
Since updating to San Diego I get a prompt "You have 2 entities that are missing annotations. Annotate utterances with entities for entity prediction" before training my NLU model. I've looked at the entities we have, and all of them are associated t...
Vocabulary source not getting synced
Hi everyone, I created a vocabulary source. But it is not getting synced. It shows the following error. ERR058: Failed to submit training job - reason: ERR030: Cannot submit training request job. A solution training is already in progress. Below is ...
Resolved! Max Number of Utterances Per Intent
Hello, I am a bit confused regarding the limit on maximum number of utterances per intent. We have two models with the given config:- Model 1 - 200 max utterances and 5 min utterances per intent. Total # of observations = ~4800 (70 intents)Model 2 - ...
Resolved! Conversation type FAQ or Q&A?
Hi. Will soon be migrating from several products into ServiceNow. Our current chatbot will answer a question directly "conversation style" if the match score is good enough and provide topic/intent choice if uncertain. How could this be implemented i...
Resolved! Queue waiting number in Virtual Agent
Hi, I want to know is there any way in VA so we can define the queue waiting number while our chat is routed to Live Agent. For Example- If have choose option to contact to live agent and all agents are busy and there are 3 other people waiting for t...
Resolved! Catalog item in virtual agent window
Hi. Can someone confirm that simple catalog items can be submitted from within a conversation? That the VA asks the questions (variables) from the catalog item form one by one without having to design a custom conversation for each specific purpose? ...
Resolved! Initial utterance from Teams
I am sure the answer is no but asking anyways hoping I am wrong! We have Virtual Agent integrated in Teams, users have to type a word to wake the VA up to start a conversation. Is the "wake up" words stored anywhere?
Resolved! Can't create new topic in VA
Hi Community, I've started learning VA and I've enrolled in one of the available training. I am stuck at the very beginning where I can't create a new topic for VA. It asks me to upgrade. What am I doing wrong? Am I missing some plugins? Doesn't loo...
Resolved! How to change Default chat experience to custom one?
Hello Experts.In Collaboration module there is Custom Greetings and setup: when I click it I can see that there is Default chat experience set as current VA. Where can I change so when I'll create my own Custom Greeting and Setup it will be used in V...
Resolved! How do I remove a topic from MS Teams Virtual Agent bot, but leave it visible on portals? ***HELP NEEDED***
I have a requirement to restrict VA Topics in the ME Teams Now Agent app to only show CSM topics. Today, all topics appear in the list of available topics. How do I restrict the list of topics in MS Teams without impacting its visibility on portals?
Resolved! How to Query a Table Multiple Times?
Hello everyone, If I need to run several queries on a table, can I use one GlideRecord object? For example, if I wanted to run a query to find information in sys_user_group for two different records ... do I need two GlideRecord objects, or can I cre...
