Hi everyone, is anyone know why on my agent workspace there is no 'Online' choice? I already put the user with role awa_agent and the user's group has already in chat queue. Can someone help this issue? thanks
What is the best way to troubleshoot Virtual Agent topics. I entered close incident in the chat and I received an error. I want to know if there is something that I may have configured wrong. I do not have NLU enabled. Also I'm not sure if certai...
Hi, I have created a virtual agent designer flow which connects to a live agent based on the user input. My question is: Is it possible to make the control return to the calling designer flow after speaking with the live agent and the interaction rec...
I have one customer record producer with variables as Requested for(reference), category(select box), subcategory (select box), item( select box), short desc(single line text), desc (html) . I want to create topic "Create incident", after clicking o...
Hi, How to move live chat session to other online agent or disconnect live chat session? I found that the agent can't accept live chat within time but the end user chat still display "Routing you to a live agent..."
Hi, As we move towards integrating the Virtual Agent with MS Teams and expanding that channel I'm looking for a max capacity of the Virtual Agent. Is there a limit to the total number of concurrent conversations that can be happening with the Virtua...
VA branding within service portal or knowledge portal is that we can add portals into the agent chat portal list. But if you like to brand in mobile phone application like Now Mobile App, How is it done? What portal should be added in order to make o...
On Interaction Record, the UI Action for Associate Record, after selecting a Incident, all that I can see which occurs is the new record is created on the interaction_related_record table, which then is used by a Relationship record so its displayed ...
I have one requirement to add telephone helpdesk number where user will click on the number and direct to helpdesk call. Please help me out to achieve this requirement. .
When Typing certain phrases or acronyms (e.g.: "hr"), VA triggers the Closing Conversation in Custom Greetings and Setup. This topic is not using NLU to invoke it because the Closing Conversation topic does not have any intent associated to it. A s...
Can anyone point to a good document/wiki for the following: I'm trying to understand when a scoped application should be selected for a topic/topic block, instead of using global. Basically we are using the ITSM/Global Fulfiller, (don't use the HR or...
Hi All, We are using virtual agent on ITSM and HR portal. My requirement is to change the closing conversation for only HR portal, (and not for ITSM). I tried using system property "com.glide.cs.general.closing_message" but doing changes here leads t...
Hi Everyone, I'm very new to VA and conversation flows so this probably sounds like a dumb question but I can't find out why my script action keeps throwing an error.My original task was to call a custom script include that checks to see if a funct...
Dear experts, I am developing a Virtual Agent as a guider for user, We have a link list: But I don't think it's pretty, can we turn them into buttons or some other nicer UI. For example: These buttons are used as links to jump to other pages, not t...
Hello everyone, I have a flow which calls "Search Catalog Item" (SCI), followed by "Request Catalog Item". What I'm trying to do is have the user fill out a service request. It appears SCI is returning "false" for is_conversational. What I'd like to ...