Resolved! How to hide Virtual Agent icon from the HR portal
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.
Forum Posts
Resolved! Unable to fix broken integration between Microsoft Teams and ServiceNow Virtual Agent
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...
Retrive URL of site in Virtual agent script
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 ?
Transfer Agent to Selected Chat Queue
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:- ...
Resolved! Possible to modify out-of-the-box vocabulary source?
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...
Genius Results in Virtual Agent
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 ?
On Virtual agent , if genius result is unhelpful, prevent it from appearing as a search result
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...
AI Search, return the KB not the attachment when the word searched is found in the attachment not the KB
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 ...
Virtual Agent: Change "Show me everything" button
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 ...
Resolved! Virtual Agent in MS Teams thinks there are no agents available
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...
Will it be possible to broadcast a message to all users through MS Teams Now Virtual Agent&Portal VA
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...
Resolved! What is a deflection in Virtual Agent utility?
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?
Changing Agent Chat Timeout Message to Agent: "System Administrator has left the support session."
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...
Resolved! Virtual Agent Emoji's not appearing in Test Instances, Working in Developer Instance
Hello! I seem to be unable to push emoji's from our Developer instance into our test instance, but the text following or afterwards is present. The emojis work just fine in the developer instance when testing. When I look up the sys_message_ui table ...
Welcome Greetings for separate portals
Hi All How can we customise welcome greetings for different portals example service portal = Default welcome Greetings(existing one) customer service portal = Hi how can i help you need custom greetings for separate portals and it should replace de...