notifications not getting triggered for ms teams

How to pass value from Actionable VA notification to VA topic

Hi,I have created actionable Virtual Agent notification for incident table and have mapped VA topic with it. I need to pass the current incident number to the VA topic as well. How to do that? How to pass the current Incident number of that notificat...

Guest users session expired when select an option

When guest users select an option from a choice in virtual agent, this message is displayed: It's something like: 'Your session has expired. Login again". And when I look into console, I can see some failed http requests: Any idea of a possible reso...

Unable to find 'AI Connector' utility in Virtual Agent

Hi,I want to integrate AI Agent Bot in my VA topic. I think for that I need 'AI Connector' utility for that. I am in SNow Zurich version.Issue is that I am not seeing the 'AI Connector' utility option in the VA topic designer. Please help me understa...

How to Run multiple Agents via same VA?

Hello I am trying to create 2 conversational AI Agents in ServiceNow and I have configured to display both of them in the same Virtual Agent (VA).Both the Agents are for different domains.But when I (user) start the chat and put my query/question som...

Open catalog form within the VA

Hi all, we are using the nowAssist VA. I am not happy with how the catalog items work in a conversational way. The VA makes a mess of the questions on the forms.  We have non mandatory variables such as "request for someone else "and "add user to the...

Unable to send Live Agent Message back to third party application using Virtual Agent API

I am using Virtual Agent API to integration third party chat bot. I am able to initiate a chat with Live Agent and able to send multiple messages to the same Agent Queue but unable to receive messages back from Live Agent to third party chat bot.Belo...

Servicenow Virtual agent dynamic translation is not working

We have installed the Dynamic Translation plugins(I18N spanish plugin and its dependencies) and successfully translated the English text to Spanish for each basic piece of information, including responses and buttons. However, the translations are no...

ServiceNow Virtual agent and Genesys Chat integration

Looking for someone that has integrated ServiceNow Virtual Agent with Genesys Chat.  We are having an issue adding Genesys responses into virtual agent.  ServiceNow must call a “messages” web service on Genesys every 2 seconds to poll for new message...

Virtual Agent pop-up form submission awareness

I am customizing the Form Content Topic Block to display a catalog item, which I accomplished by modifying the URL in the script to: var uibLink = gs.getProperty("glide.servlet.uri")+ "now/virtual-agent/content/catalog/"+ vaInputs.sysid+ "/"+gs.getUs...

How to Provide an Timer Clock in the Agent Chat Conversations

Hi All, I am looking for incorporating the 2 min timer before the chat session ends. If user is not responding to agent for certain time, the inactivity timer triggers then a remainder message has been sent and session ends automatically. After the r...

Microsoft Copilot - ServiceNow Connector

What do I need to do get serviceNow Connector ready? Is there a sandbox ServiceNow environment where I can create the ClientId/secret? thanks  

Can we dynamically show "position in queue" to user in virtual agent

I have configured the queue count during a live agent transfer in the Virtual Agent and displayed it as a system message using the script below. However, I am looking for options to dynamically track and update this count in real time. Is there a way...

Portal specific Virtual Agent

Hi All, I need to customize the Virtual Agent that is available out-of-the-box (OOB) in the Employee Center Portal. This includes modifying the default chat experience and updating other topics.- How can we achieve this customization?- Where can I ch...

Virtual Agent Rest API Live Agent responses not being sent back

I've been through the wide variety of documentation and videos.  Many of them are a couple of years old or older.My development environment is Xanadu. I've configured the rest api and I'm able to connect via Postman, start a conversation, start a liv...