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Hyperlink issue in MS Teams and Virtual Agent Flow

Hi Experts,  In Virtual Agent flow we have some URLs and ServiceNow Knowledge article links which is working fine in Virtual Agent in Web version , however it is not working on MS Teams ( we have integrated MS Teams and Virtual agent).  The link is s...

Neeta1 by Tera Contributor
  • 1149 Views
  • 2 replies
  • 1 helpfuls

Live Chat for HR Service Delivery

I want to confirm the correct method for setting up a chat Service Channel for HR Service Delivery using Agent Workspace and Advanced work assignment.  We have multiple departments on our platform with multiple queues for Chat.  Should the HR Chat be...

NicHolczma by Tera Contributor
  • 710 Views
  • 1 replies
  • 2 helpfuls

How to make VA bot response link as dynamic (ie. instance dependent links, a link clicked on test instance VA redirects to test instance)

Hi, I need to add links for catalog items in the bot response of VA. I need to make them as dynamic so that when link is clicked on dev environment it redirects to a item in dev and when same thing is accessed using test instance VA it redirects to i...

In what table can I find user utterances?

For the longest time, I've been using the interaction_log table to quickly and simply query real user utterances - i.e. "how many people typed in "x" to VA?" - but I'm finally asking for help after being frustrated by the 40 character limit on the Ut...

Chris D by Mega Sage
  • 2414 Views
  • 7 replies
  • 1 helpfuls

Resolved! Virtual Agent API - Default Topic

Hello community, we`ve successfully connected the VA Chatbot to WhatsApp using the new VA API that came out on the Paris release, through a 3rd party messaging provider (e.g. twilio). The problem is, anytime a user starts a chat through the API, the ...

Resolved! Chat work item priority ACROSS queues

We are implementing agent chat and have one service channel for chat with multiple queues.  We have agents who are members of multiple groups which span multiple queues.  Let's say we have queue 1 and queue 2.  The chat queues are busy, so all agents...

entities 'missing annotations' bug?

Since updating to San Diego I get a prompt "You have 2 entities that are missing annotations. Annotate utterances with entities for entity prediction" before training my NLU model. I've looked at the entities we have, and all of them are associated t...

Vocabulary source not getting synced

Hi everyone, I created a vocabulary source. But it is not getting synced. It shows the following error. ERR058: Failed to submit training job - reason: ERR030: Cannot submit training request job. A solution training is already in progress.  Below is ...

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Silpa by Kilo Contributor
  • 2636 Views
  • 1 replies
  • 2 helpfuls

Resolved! Max Number of Utterances Per Intent

Hello, I am a bit confused regarding the limit on maximum number of utterances per intent. We have two models with the given config:- Model 1 - 200 max utterances and 5 min utterances per intent. Total # of observations = ~4800 (70 intents)Model 2 - ...

Shaksham by Kilo Contributor
  • 1915 Views
  • 3 replies
  • 1 helpfuls

Resolved! Conversation type FAQ or Q&A?

Hi. Will soon be migrating from several products into ServiceNow. Our current chatbot will answer a question directly "conversation style" if the match score is good enough and provide topic/intent choice if uncertain. How could this be implemented i...