Hello We are looking at using contextual search within our virtual agent to search knowledge bases. Each search results provides a link and a snippet of text. Currently the snippet of text seems to be the part the knowledge article that the search to...
Let's say I want to create a topic block - Incident Information Card Layout Now any incident sys id can be passed as a input to this topic block and it should show those fields specified on the card to the user. Could you suggest any approach by whi...
We have Virtual Agent and MS Teams integrated, when users are in Teams using VA and go to live chat, there are times the user gives the agent a thumbs up. The agent does not know the user gave a thumbs up unless the agent is remoted into the users co...
Has anyone ran into this issue when trying to train their NLU model? Error Messagejava.lang.Exception: SE0229:Training failed due to: Model information (ml_sn_itsm_nlu_itsm_nlu_for_va) has no reference for (ml_x_snc_global_global_3aedf38234bf5010f8...
When trying to log a message to the Log tab in Virtual Agent Designer topic tests the messages aren't showing. The logs are still showing under system logs. However this is a little cumbersome and would be preferable to show in the Logs in the Test c...
Hi All, For OOB Topic Submit a Request in VA, when we type Laptop it gives all catalog items related to laptop and displays it with image and it displays total of 5 items and last option is None of these.I have a requirement where if None of these is...
I'm using When attaching a knowledge article to an Agent Chat conversation, is there a way to default to a specific Knowledge base? Currently, I'm in a live chat, when you click on the 'Book' icon, it displays all knowledge bases in our organisation ...
Hi, Now Virtual Agent gives me the option to attach a file/image but when I drag the file to the conversation I'm unable to drop it. Thanks.
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' ...
