Forum Posts
Resolved! Make topic visible IF user is a Manager or HR
Hello, I'm trying to display a topic on the topic list ONLY if the user is a manager OR if the user if from Human Resources. I have a javascript code that I've been using on other topics inside the conversation flow to go thru different conversation...
Utterance triggers unexpected topic
Hi All, I'm very new to Virtual Agent - I thought I understood how NLU works but now i'm not sure, as something unexpected is happening. My current understanding was that an utterance is typed into the VA and then matched to an intent within an NLU m...
To what extent can the Virtual Agent be customized through Widget?
Dear all, This is an open question: From this video (https://www.youtube.com/watch?v=100DtpGLBVo) I already know how far we can customize Virtual Agent. But I found that we may also be able to develop Virtual Agent by means of Widget Editor (In Ser...
How does Virtual Agent display all Requests the same as in "My Requests" in Portal
Dear all, We want to implement "Check Ticket" function in Virtual Agent. It should display all Requests the same as in "My Requests" in Portal: I tried the Check IT Ticket Status (Template) in Virtual Agent, but it doesn't work as expected: Also,...
Virtual agent greeting translation
Hi, I have written below code for Greetings in my VA setup topic. It is working fine normally but when translated it not working as expected. I have used multiple message keys here, bottom gs.getMessage("Hi , im your.......) translation is working...
Resolved! Which table stores the feedback for Virtual Agent.
Dear all, I found a topic called Virtual Agent Feedback: I wonder which table stores the feedback: Looking forward to your feedback:)
Resolved! Virtual Agent integration with Workday
Hello, I have the following three questions regarding the ServiceNow virtual Agent and Workday integration.. 1. Is it possible for employees to request time off, view time off balances, and view holiday schedules.? 2. Can employees search profiles an...
How to Implement Topic Recommendations
Does anyone have experience working with the Topic Recommendations plugin for Virtual Agent? I'm curious on how best to design and implement custom topics that have been identified using the analysis. Since this feature requires a minimum of 10K rec...
Virtual Agent for HRSD - how to trigger "Ask a question" topic
Hi all, one of the topics from "HRSD Virtual Agent Conversations" is "Ask a question", however I'm struggling to find a way how to trigger the topic. The condition in "Topic Properties" page is checking if case_sys_id or task_sys_id exist, but have...
Virtual Agent issue in Portal and how to locate the configuration
Dear all, I am creating a Virtual Agent through Agent Chat and put it in the specific portal, it works well. But when I typed something in the search bar and go into a new page, the Virtual Agent icon in the lower right corner disappeared: When cli...
Agent Workspace how to Increase Live Chat acceptance timer
Hi I am New to Agent Workspace. how to Increase Live Chat acceptance timer from 30 to 45 seconds. currently we have 30 seconds acceptance time want to change it to 45 Seconds what is the location to to this. I checked in Chat setup bet I did not fin...
How to make the "Add Comments to Incident" option in virtual agent chat work?
Hi all, I am tasked in making "add comments to Incident" but it doesn't seem to work, I have configured it in the virtual designer but to no avail. I think it has something to do with the script, but not sure where to start.
Resolved! Virtual Agent links to Catalog Items open in the current browser window
I am creating topics that will link to specific Catalog Items. Currently when clicking these links they open in a separate tab. Is it possible to have these links open in the current browser window? Here is a sample of the code I am using: (functi...
Resolved! how change the size of the chat conversation panel in agent workspace
Hi All, Looking to see if we have any ability to expand the chat conversation window width in Agent Workspace? Shown below.
