Hi, We just enabled the Virtual/Live agent to our instance. One of the problems we are seeing with the Live Agent is if an end user initiates a Live Agent chat and it is not picked up, it does not time out. For example, our Live Chat is open from 7a...
I have integration setup, Its integration with external knowledge base. I am having issue where when we get the response back from that knowledge base Virtual agent topic is not able to display the content in the same format as in the source. Links a...
Does anyone know the conditions in which the fallback topic is triggered rather than the anything else topic in an NLU virtual agent environment? The behaviour I am experiencing is that the fallback is only triggered after the initial greetings messa...
Hi there In VA, I want to change the text that shows up when an agent joins the conversation 'Agent has entered the chat' to eg: 'Bill has entered the chat'. I can change this to a static value through UI messages but I dont know how to change the me...
Virtual Agent Freezes for a specific user. It works fine for others. Any help would be really helpful.
Hi All, i am working on Virtual Agent and i am facing issue of exception while creating session in virtual agent logs.It also says your last session of conversation is in progress.How to solve this issue?
We have several different business areas that have chat queues - on one of our portal pages, there are different Connect Support widgets that a user can pick from and clicking on one of them opens chat_support.do with that specific connect support ch...
Hello! I'm trying to figure out something with our Virtual Agent. After I pushed a change (Personalized greeting/closing message) into production we noticed something strange. When an end users session timed out with our service desk analyst, they wo...
We are using Reference Choice control to check for HR cases for user. We notice that If the user has only 1 single active case, the VA displays a message to confirm if that is the case the user wants to check (see image below). Is there a way to modi...
Hey guys, I stuck at some point. Help me to understand where i can put the chat branding for virtual agent. I will be thankful for the resolution.
Hi Community, Question on transferring to Live Agent from the 3 dot menu (Contact Support menu). When transferring to a Live Agent from the Contact Support menu, does it use the same Setup Topic that is specified in the General Settings? The reason ...
Upon transferring a user to a live agent the script detects if there are any live agents available. IF there are no live agents available, VA says "Please try again later". Instead, we would like to offer additional options to the user such as: 1. T...
Is there any variable in chatbot which stores the term entered by user and searches for topic keywords? I tried using vaVars.global_search_text, but it's not working. Is there any variable in system which stores the query entered by user?
Hi, Is there a way for a topic to automatically perform the search using the phrase the user has input previous to selecting the topic? For example, if a user enters 'I want to find where my paycheck is stored' and then the Search the Knowledge base ...
Hi,How to set a timeout duration for closing conversation automatically if there is inactivity in chat. We want to set this feature in both Microsoft Teams Now Virtual Agent and Service Portal. Documentation shows that Chat Queue Entries will be mark...