Hi, How to move live chat session to other online agent or disconnect live chat session? I found that the agent can't accept live chat within time but the end user chat still display "Routing you to a live agent..."
Hi, As we move towards integrating the Virtual Agent with MS Teams and expanding that channel I'm looking for a max capacity of the Virtual Agent. Is there a limit to the total number of concurrent conversations that can be happening with the Virtua...
I want Virtual Agent to raise a request based on the chat with user. What I could think right now is to pass values (data that Virtual Agent collected from user) to catalog item variable and then create a request for that item. Is it possible to send...
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...
Hello everyone, We are using Virtual Agent and our Service Desk is outsourced, they use their Twilio in their environment (not integrated to our ServiceNow.So, when someone in our Virtual Agent asks for live agent support, we decided to pass all nec...
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 Community, I've configured virtual agent and trying to create a request using the chatbot, everything is working as expected but at the end of the chat a message is being displayed which I cannot understand why it is being displayed (please find t...
Dear experts, I am following this tutorial: https://www.youtube.com/watch?v=cyhmMyG4jKk to go through Virtual Agent API. I have downloaded the latest version of the VA API from the store (sn_va_as_service), and it has worked when I tried to post JSON...
Would like to know more about agent chat and how does that work. How agents are connected through Virtual agent and how they get notified about it. What are other possibilities that a agent can get in contact with the user.
Please tell me I am not losing it. I saw documentation somewhere where the agents in workspace queues could have a drop down under Available status to select a check box next to the queues they are available in. Has anyone seen this? Something like t...
Hi All,I have a requirement to pass the current topic from my topic to interaction record. How can we achieve it ? I can see a context hr_topic_id [LiveAgent_hr_topic_id] created. Can I use this in some way ? Thanks in advance. @Ankur Bawiskar @...
