Hi, I have created a virtual agent designer flow which connects to a live agent based on the user input. My question is: Is it possible to make the control return to the calling designer flow after speaking with the live agent and the interaction rec...
I have one customer record producer with variables as Requested for(reference), category(select box), subcategory (select box), item( select box), short desc(single line text), desc (html) . I want to create topic "Create incident", after clicking o...
Hi, I can't create Intent, this is what I see (I am admin): It is also shown this error message: "Intent Confidence Threshold should be 0-1". So I tried to modify that value as in the print below, but nothing changed: Could you help me please? It'...
Hi Experts, Is there any way to initiate the Live chat on button clicking ? Already Virtual agent has been configured on portal and now the requirement is on particular form button in portal Live agent chat should start. Can someone please suggest h...
Dear all, Our company would like to know how to dynamically translate the content of Virtual Agent. For example, the content displayed by Virtual Agent is German at the beginning, and the user can click the small button next to the text to transla...
Hi, How to move live chat session to other online agent or disconnect live chat session? I found that the agent can't accept live chat within time but the end user chat still display "Routing you to a live agent..."
Hi, As we move towards integrating the Virtual Agent with MS Teams and expanding that channel I'm looking for a max capacity of the Virtual Agent. Is there a limit to the total number of concurrent conversations that can be happening with the Virtua...
I want Virtual Agent to raise a request based on the chat with user. What I could think right now is to pass values (data that Virtual Agent collected from user) to catalog item variable and then create a request for that item. Is it possible to send...
VA branding within service portal or knowledge portal is that we can add portals into the agent chat portal list. But if you like to brand in mobile phone application like Now Mobile App, How is it done? What portal should be added in order to make o...
On Interaction Record, the UI Action for Associate Record, after selecting a Incident, all that I can see which occurs is the new record is created on the interaction_related_record table, which then is used by a Relationship record so its displayed ...
I have one requirement to add telephone helpdesk number where user will click on the number and direct to helpdesk call. Please help me out to achieve this requirement. .
When Typing certain phrases or acronyms (e.g.: "hr"), VA triggers the Closing Conversation in Custom Greetings and Setup. This topic is not using NLU to invoke it because the Closing Conversation topic does not have any intent associated to it. A s...
Can anyone point to a good document/wiki for the following: I'm trying to understand when a scoped application should be selected for a topic/topic block, instead of using global. Basically we are using the ITSM/Global Fulfiller, (don't use the HR or...
Hello everyone, We are using Virtual Agent and our Service Desk is outsourced, they use their Twilio in their environment (not integrated to our ServiceNow.So, when someone in our Virtual Agent asks for live agent support, we decided to pass all nec...
Hi All, We are using virtual agent on ITSM and HR portal. My requirement is to change the closing conversation for only HR portal, (and not for ITSM). I tried using system property "com.glide.cs.general.closing_message" but doing changes here leads t...
