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...
Hello VA gurus, I have a topic where user inputs a category field. I would like to add an option to users to select subcategory field as well but i want to show only those sub category fields which depend on category field. How do i make that happen?...
Dear experts, I wonder if there is a method to serve 3rd-party applications by calling the ServiceNow NLU model's API (input a piece of text to ServiceNow, receive a sequence of intents and corresponding score). I'm guessing this is the place? How t...
Hi, I am looking forward to do some reporting on Virtual agent. I can leverage reporting module or performance analytics i.e. how many chats were converted to incidents etc. and so on. I will not be using conversational analytics or any content pack ...
Hello All, I hope you are doing well. I have a question regarding (re)-training the NLU model. Currently, I am following these steps for model building/training:- Create a 'Data Source'. Upload the dataset in the required format.Create a transform ma...
Hi, what are the different sn_cs.VASystemObject methods? I came across 'sn_cs.VASystemObject.faultAbandonedConversations();'. What are the other methods that can be used? Is there any systemobject method to start a new conversation or switch to a ne...
Can you import the intents,utterance, entities in servicenow instance from an excel sheet?
Dear all, I want Virtual Agent to automatically expand and start a new conversation when the user enters the portal, I know it's skip_load_history. I tried it in Agent Chat but it doesn't work: I want to know the correct configuration (not in serv...
I would like the virtual agent to look for knowledge based articles and catalogs based on the sentence written by the end user. The virtual agent must display those articles without the use of a topic. I tried the below but it's not working. I Used c...
I would like the virtual agent to look for articles on the knowledge base based the sentence written by the end user. The virtual agent must display those articles without the use of a topic. How can I do it?
Hi, I am working on chatbot integration using Virtual Agent API but when I am trying to send the payload to the OOB endpoint i.e https://instancename.service-now.com/api/sn_va_as_service/bot/integration using Resi API Explorer, I am getting the below...
I want to create an incident with variable section through virtual agent, the same way we create through record producer. I tried the the way by which we create RITMs but it's not working.
Hello everyone, There seems to be very little information on how to properly move a VA topic and it's associated NLU model from one SN instance to another. Here's what I've tried: Created an Update Set and made it currentWent into VA Designer saved a...
Hi experts, I'm trying to achieve auto linking users' servicenow accounts to the 3rd party messaging app. I'm using the virtual agent api, and getting a popup saying "Link to servicenow" or "continue as guest". I want this to be automated instead. ...
As far as I understand the window object is not available in the virtual agent. Is there a way to get the user's operative system name? with the window object I would do something like this: window.navigator.appVersion. Is there an equivalent in serv...
