Hi All, Migrating from Connect Chat to Agent Chat. Two Questions: 1. In Agent Chat where do agents see (after accepting a chat) which queue the chat was routed too on the Interaction Record? 2. for reporting, I cant see how the Interaction record wo...
Hi Team, We are trying to create NLU Model in Japanese language, Have created topic and intent in specific language. Facing issue while mapping intent with specific language topic. Why Different Language Model is not visible for me ? Although i ha...
Hi Team, When we click on "Show me everything" in the Virtual agent chat, only "HRSD queries" and "ITSM queries" should be shown as the main topic and after clicking on "HRSD queries" all the HRSD related topic should be shown and in case of "ITSM qu...
Dear all, Is there any tutorial to describe how to integrate the virtual agent with the 3-rd application (not in the list)? I am following the documentation but I think it would be better if there was a tutorial video. Thanks for your answer.
Hello, My requirement is to update the greeting message when the Live Agent enters a chat I cannot find this message in sys_ui_message.list I have added 2 properties to the Category chat setup: com.glide.cs.general.welcome_message and com.glide.cs....
Hello, community members. In one of my Virtual Agent's contextual search, I am using VAGlobalContextualSearchUtil(). The part of Virtual Agent Script is (function execute() { var contextualSearch = new global.VAGlobalContextualSearchUtil(); var resp...
Hi, I am sure it's a common requirement to have virtual agent initiate a chat with user if the user is on a Service Portal page and session is ideal for 'n' minutes. Has anyone implemented this before ? Any tips or guidance is highly appreciated. Bes...
How can i change the background color of virtual agent conversation page, the one I highlight
How do I build a 'Create an Incident' use case via ServiceNow Virtual Agent? I duplicated the out of the box 'Create a Problem' but cannot find out how to change it to the Incident table.
We need to use AI Search fallback topic in out Virtual Agent. We got the AI Search enabled for our instance and followed the steps given in the below link, but still not able to display Genius result card for Catalog item and Knowledge articles. http...
Hi, We have a virtual chat assistant that needs to be tested for performance. We are using jmeter and testing the websocket's performance . When we run a test plan with 30 odd threads, the first few users get a proper response, but once the response ...
I want virtual agent chatbot to close the conversation automatically if user doesn't take any action after two hours. By default its more than a day or 48 hours, not sure. Cam we modify it through configuration change or scripting?
When migrating VA and NLU updates into UAT environment via updateset we are able to train the model, but it does not allow to publish the model. With the migration, there were some new utterances included, so we need to train and publish, but it only...
We are facing some issues with Conversational Analytics dashboard reports so I am trying to determine few statistical counts of virtual agent chat usage - daily count of total chats initiated, virtual agent only chats, virtual agent + live agent chat...
Located in Custom Greetings and Setup -> Setup Topics I have both the Search Fallback Topic and AI Search Fallback configured. Can anyone explain the difference between these 2 and should I only have 1 of these configured or how do I control which on...
