How to do MS Teams integration on Agent Workspace
Hi , Can some one please suggest how to enable MS Teams dial out feature on Agent Workspace ? Please share document /steps/video for the same ? Thank you.
Forum Posts
Response template is not visible to the user in Agent Workspace
Hi, I have created a new response template and mapped it with the 'chat' channel, but this response template is not visible to the agents in the agent workspace. I have impersonated with admin in agent workspace and admin is also not able to see the ...
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...
Refresh conversation (start conversation from beginning) in Virtual Agent.
Dear all, I want to be able to refresh the conversation or restart the conversation within a conversational dialog with the bot. I can't click the button to refresh the dialog, where (in Agent Chat or elsewhere), and how to configure it? Thanks...
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 ...
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 - ...
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...
Resolved! Queue waiting number in Virtual Agent
Hi, I want to know is there any way in VA so we can define the queue waiting number while our chat is routed to Live Agent. For Example- If have choose option to contact to live agent and all agents are busy and there are 3 other people waiting for t...
Resolved! Catalog item in virtual agent window
Hi. Can someone confirm that simple catalog items can be submitted from within a conversation? That the VA asks the questions (variables) from the catalog item form one by one without having to design a custom conversation for each specific purpose? ...
Resolved! Initial utterance from Teams
I am sure the answer is no but asking anyways hoping I am wrong! We have Virtual Agent integrated in Teams, users have to type a word to wake the VA up to start a conversation. Is the "wake up" words stored anywhere?
Resolved! How to return a HYPERLINK to VA?
I am trying to fetch the instance name using a property - gs.getProperty('glide.servlet.uri'); This I am storing as a script variable -instance. In bot response using html - I am trying to do <a href = " + vaVars.instance + "/incident_list.do?...
Resolved! Can't create new topic in VA
Hi Community, I've started learning VA and I've enrolled in one of the available training. I am stuck at the very beginning where I can't create a new topic for VA. It asks me to upgrade. What am I doing wrong? Am I missing some plugins? Doesn't loo...
