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...
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...
virtual agent is routing to Live Agent chat by showing error occurred and not showing the list of items from KB. Initially it was showing list of items from KB.
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...
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.
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 ...
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...
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...
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 ...
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...
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...
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 ...
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 - ...
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...
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...
