I'm noticing that the ai search isn't returning any KB or catalog matching results when searching relevant keywords. I duplicated the OOB AI Search Fallback topic block and enabled it via 'Custom Greetings and Setup' to ensure that the search is inde...
Hello, At certain junctures in a topic flow when the customer types an utterance they see the message Sorry, I didn't understand. Please answer below question.Are you inquiring about:<<list of topics to select from>> The customer sees the correct li...
We are missing the ability to attach a KB when creating an incident from an interaction. According to a Utube video the button to attach a KB or Flag a KB is missing from the menu. See Attachment with missing buttons.
Hi CommunityI have a requirement that end user can put Request number in Virtual Agent (VA) and the status of that request will be visible to end user.Can this be configured , if so can i be guided on how to achieve this and any necessary script/code...
I wonder if anyone else has experienced this and found a fix for it. Our Agents have to work fast and sometimes they are too fast for the system. They create an Interaction, then create an Incident from the Interaction , complete the fields in the In...
How can I remove a Teams integration tenant from ServiceNow Messaging Apps Integration page? Connected to 2 Teams instances and need to remove the incorrect one. But no option to remove it.
I'm using the sysparm_default_topic parameter in my service portal agent chat configuration. (function($sp) { return { live_agent_queue: $sp.getDisplayValue('sp_chat_queue'), default_topic: 'f3c4654a1bea05107f3120a8ec4bcb0b' ...
Hi SN Community,I have a requirement to enforce closing and opening times of agent chat. Is there a way to enforce disabling of live chat if past business hours? (e.g. Business hours is 9AM - 5PM then the chat will be disabled outside these times). O...
Hello everyone, 1.how to change the virtual agent welcome message and show me everyone 2. based on user location we need to restrict the welcome message and topics . kindly some one suggest me . Regards, Reddy
Hi All, We have recently upgraded our Employee Service Center to Employee Center Pro and the instance version is Rome. Also we have enabled AI search in our instance, but the AI search functionality is not working for Virtual Agent like displaying Ge...
Hi All, I am having this issue when the virtual agent flow ends I am unable to start or close the conversation. This is very annoying as the user gets stuck. The new conversation icon is disabled, and I cannot type anything on the chat. Do you have a...
Hi, In the virtual agent greeting, is there any possibility of removing/hiding Show me everything ? Thanks in advance. Regards, Vamshi Krishna Samala.
We're setting up Virtual Agent and Live Agent chat. If the Virtual Agent can't find any useful suggestions and no live agent is available, we're going to give the user a link to open a - pretty generic - request item form (in the portal) which is ass...
We use AI search on virtual agent in Rome release. The link goes to the default portal: sp in the Genius Result and search result for KB - article and catalog item. We want the link goes to our portal: service_portal. We set the system property below...
Anyone here had same requirement to create a relationship between a Virtual Agent Topic and Catalog Items?We have multiple teams dealing with Catalog Items buildout/review and we would like to avoid that touching some of the variables part of them, t...
