Virtual agent features

HiHow to enable below feature of Virtual agentScreen reader compatibility  

What benefit will I get if I convert a NLU topic to LLM one?

We have well defined and working NLU topics. Q - Is there any benefit if I convert the NLU topics to LLM? 

WHY convert existing NLU based virtual agent topics to LLM based?

We have around 500 NLU based virtual agent topics.Customer is asking us to migrate all of them to LLM based topics. I am not getting clarity on WHY to convert existing NLU based virtual agent topics to LLM based? What benefit will I get if I convert?...

Virtual Agent closing message shown twice when using exit keywords (end / bye)

Hi Community,I am facing (and deeply analyzing) an issue in ServiceNow Virtual Agent where the closing message“Thank you for using our support chat.”is displayed twice when the user types exit keywords like end or bye. What I changedCreated a custom ...

notifications not getting triggered for ms teams

How to pass value from Actionable VA notification to VA topic

Hi,I have created actionable Virtual Agent notification for incident table and have mapped VA topic with it. I need to pass the current incident number to the VA topic as well. How to do that? How to pass the current Incident number of that notificat...

Guest users session expired when select an option

When guest users select an option from a choice in virtual agent, this message is displayed: It's something like: 'Your session has expired. Login again". And when I look into console, I can see some failed http requests: Any idea of a possible reso...

Unable to find 'AI Connector' utility in Virtual Agent

Hi,I want to integrate AI Agent Bot in my VA topic. I think for that I need 'AI Connector' utility for that. I am in SNow Zurich version.Issue is that I am not seeing the 'AI Connector' utility option in the VA topic designer. Please help me understa...

How to Run multiple Agents via same VA?

Hello I am trying to create 2 conversational AI Agents in ServiceNow and I have configured to display both of them in the same Virtual Agent (VA).Both the Agents are for different domains.But when I (user) start the chat and put my query/question som...

Open catalog form within the VA

Hi all, we are using the nowAssist VA. I am not happy with how the catalog items work in a conversational way. The VA makes a mess of the questions on the forms.  We have non mandatory variables such as "request for someone else "and "add user to the...

Unable to send Live Agent Message back to third party application using Virtual Agent API

I am using Virtual Agent API to integration third party chat bot. I am able to initiate a chat with Live Agent and able to send multiple messages to the same Agent Queue but unable to receive messages back from Live Agent to third party chat bot.Belo...

Servicenow Virtual agent dynamic translation is not working

We have installed the Dynamic Translation plugins(I18N spanish plugin and its dependencies) and successfully translated the English text to Spanish for each basic piece of information, including responses and buttons. However, the translations are no...

ServiceNow Virtual agent and Genesys Chat integration

Looking for someone that has integrated ServiceNow Virtual Agent with Genesys Chat.  We are having an issue adding Genesys responses into virtual agent.  ServiceNow must call a “messages” web service on Genesys every 2 seconds to poll for new message...

Virtual Agent pop-up form submission awareness

I am customizing the Form Content Topic Block to display a catalog item, which I accomplished by modifying the URL in the script to: var uibLink = gs.getProperty("glide.servlet.uri")+ "now/virtual-agent/content/catalog/"+ vaInputs.sysid+ "/"+gs.getUs...