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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
  • 3224 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  
  • 1880 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
  • 1719 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
  • 1866 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  
  • 1941 Views
  • 3 replies
  • 1 helpfuls

Virtual Agent answering FAQs

Hi All. I would like to know what kind of configurations we can think of in order to have Virtual Agent answer FAQs. I want VA to automatically answer the user's inquiry by referring the FAQ data.   I can think of one approach: to create the "Topic" ...

Kotoyo by Kilo Contributor
  • 2714 Views
  • 17 replies
  • 11 helpfuls