VA branding within service portal or knowledge portal is that we can add portals into the agent chat portal list. But if you like to brand in mobile phone application like Now Mobile App, How is it done? What portal should be added in order to make o...
On Interaction Record, the UI Action for Associate Record, after selecting a Incident, all that I can see which occurs is the new record is created on the interaction_related_record table, which then is used by a Relationship record so its displayed ...
I have one requirement to add telephone helpdesk number where user will click on the number and direct to helpdesk call. Please help me out to achieve this requirement. .
When Typing certain phrases or acronyms (e.g.: "hr"), VA triggers the Closing Conversation in Custom Greetings and Setup. This topic is not using NLU to invoke it because the Closing Conversation topic does not have any intent associated to it. A s...
Can anyone point to a good document/wiki for the following: I'm trying to understand when a scoped application should be selected for a topic/topic block, instead of using global. Basically we are using the ITSM/Global Fulfiller, (don't use the HR or...
Hi All, We are using virtual agent on ITSM and HR portal. My requirement is to change the closing conversation for only HR portal, (and not for ITSM). I tried using system property "com.glide.cs.general.closing_message" but doing changes here leads t...
Hi Everyone, I'm very new to VA and conversation flows so this probably sounds like a dumb question but I can't find out why my script action keeps throwing an error.My original task was to call a custom script include that checks to see if a funct...
Dear experts, I am developing a Virtual Agent as a guider for user, We have a link list: But I don't think it's pretty, can we turn them into buttons or some other nicer UI. For example: These buttons are used as links to jump to other pages, not t...
Hello everyone, I have a flow which calls "Search Catalog Item" (SCI), followed by "Request Catalog Item". What I'm trying to do is have the user fill out a service request. It appears SCI is returning "false" for is_conversational. What I'd like to ...
Can we show "position in queue" to user in virtual agent lite?
We currently have the Virtual Agent where it is presenting links to articles and catalog items. When you click these links, they open in a new browser tab. The Virtual Agent then automatically pops open on the second tab. We have it configured to cle...
Hello, I was following this Enable or disable Connect notifications globally and trying to enable the desktop notification on the end user side whenever a message submitted from Agent end but its not working. Audio alerts works fine but Desktop Noti...
Good Afternoon, Currently on the latest version of SNow San Diego Hotfix 2 I am trying to get slot filling working for a simple user lookup and it just does not want to work: So the user is asked who to search for but this might have been provided al...
We are not on the Rome version yet but selected that version since we are upgrading soon and there are some neat additions to that version! When live chat is busy, the wait is over 15 minutes (or a person waiting in the chat queue for 15 minutes), is...
So have I have small chat queue with only 2 agents at any given time. Testing the Agent Chat setup, I had the first Agent reject and then had the 2nd agent timeout and automatically get set to 'Away'. The customers chat window was stuck on 'Routing y...