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Resolved! How to grab the initial user input in the VA "please type your request" for later use as the description in an incident?

Hello, I am new here and have little experience with VA's. What I would like to do is the following:  I would like to grab the initial input given by the user of the VA and use this input later as a description in an incident.  The input given here ...

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LeroyPouw by Kilo Contributor
  • 3710 Views
  • 3 replies
  • 7 helpfuls

Resolved! Get "search term" of Topic discovery search inside the topic if topic starts directly. | Virtual Agent | VA | NLU

Hello everyone, When VA Virtual agent communication is started it shows the greeting message and asks the user to select from "Show Me Everything Button" or Typing a Keyword/Sentence will do the NLU search and shows the results of topics,   During th...

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Resolved! Virtual Agent screen showing blank loading

My Virtual Agent was working fine, however, all of a sudden it's showing a message java.lang.NullPointerException: Exception in setting last in-progress conversation and java.lang.NullPointerException: Exception in creating session,  in logs, and the...

Shreyoshi1 by Giga Contributor
  • 3352 Views
  • 18 replies
  • 2 helpfuls

Resolved! Live agent and queue routing

Hi there, Sorry, if this is a basic question, i can't find the answer.  I've been configuring the live agent chat and everything seems to work with 1 queue. If i make two queues how does servicenow decide in which queue to route the users to? My "ser...

Resolved! End Conversation Running Twice

Good Day, I built an NLU to invoke the Closing Conversation topic. The NLU is working properly, but the Closing Conversation seems to be running twice.  The flow is OOB, and works fine when  Any ideas as to why this is happening? When invoked through...

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connect to agent workspace queue via virtual agent

Hi Experts, Need your guidance on one thing . How to route  Virtual agent conversation on portal to Agent Workspace queue rather than Connect queue.. I tried to look into the example of Transfer to HR agent but currently it has script for moving to H...

Community Alums by Community Alums  
  • 2026 Views
  • 6 replies
  • 1 helpfuls

Resolved! NLU best practice

I have been looking for best practices on NLU, Intents, utterances. The VA is rather slow when we have the NLU turned on so need to ensure I do not slow it down more. We are using three different modules itsmhrsdprocurement Procurement is the smaller...

Lynda1 by Kilo Sage
  • 1845 Views
  • 5 replies
  • 4 helpfuls

Resolved! Chat Header Logo - image behind image?

I uploaded a png file to our default branding profile - for some reason it is not showing properly and when I removed it, I could see there was a robot type picture with a headset.  I can't seem to find a reference to that picture anywhere.  Any idea...

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Resolved! How to set the is_conversational property for Catalog item

Hi,  Can anyone please assist me. My Setup: I want the VA to assist the user in completing a Catalog item.  I am at the point where I selected a catalog item and now test if the CI is conversational using this boolean value      return vaInputs.is_c...

ertmac by Kilo Contributor
  • 1937 Views
  • 2 replies
  • 6 helpfuls

Resolved! Connect to Live Agent Support

Hi, I am using prebuilt topic "Live Agent Support" to connect to an agent but I keep getting "there are no agents available at this time" message. Here are my current settings on Chat Setup. 

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Community Alums by Community Alums  
  • 2012 Views
  • 3 replies
  • 1 helpfuls
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