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'show me everything'/topic picker shows setup topics

Hello everyone, whenever I click the 'show me everything' button in the virtual agent chat, it shows all topics and also some, but not all, setup topics. I don't understand why it shows setup topics at all, they should not be presented in 'show my ev...

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B_ttcher by Kilo Contributor
  • 3515 Views
  • 2 replies
  • 2 helpfuls

Resolved! Interactions record form missing the transcript field

Hello, now that we are in Paris and have the interactions record, we noticed that the Transcript field is not defaulted as per the image on docs. Is there a security/access constraint that forbids this useful field from appearing by default? Below i...

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Yasmin by Kilo Guru
  • 1962 Views
  • 5 replies
  • 2 helpfuls

Resolved! What are Virtual Agent pricing options?

Hello, Speaking from a Help Desk position at my company, we're looking at implementing a chatbot for our environment that allows users to look at open tickets and/or create a new ticket based on the question/issue they are experiencing.  Ideally we'd...

Alain10 by Giga Contributor
  • 4614 Views
  • 2 replies
  • 1 helpfuls

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
  • 3458 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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Virtual Agent profile icon not showing

Hi, Recently we enabled Virtual Agent in our portal and we designed a custom branding configuration for it. In that branding, we have a custom live feed profile connected with it with its own icon. Unfortunately, the icon is not displayed in the widg...

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Ivan Delchev by Giga Contributor
  • 5926 Views
  • 9 replies
  • 7 helpfuls

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
  • 3100 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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