Hello, We are Implementing VA in Paris and AWA for live chat. Users are connecting to live chat thru the virtual agent UI. We noticed that the Anything Else topic is triggered after the live chat conversation is ended by the live agent. And if the us...
Our Pay topic starts with a static choice that has 8 options. This static choice control has an associated entity, which is a list type entity. This way if the user types something related to one fo the 8 branches in the topic, VA will take the user ...
Hello, we are reviewing the virtual agent conversation tasks to understand what steps the user took through their interaction with VA. Is there a definition of what each of the different states within the conversation tasks mean? For example, sometim...
Hi , i want know how can i show a particular knowledge article in virtual agent topic. for example if location choosen is A then kb_001 should be visible B is choosen then kb_002 should be visible. Regards, Sarabjeet Kaur
I am using the out of the box topic of raising an incident i.e 'Open IT ticket' . The pre built topic is in ITSM Virtual Agent Conversations application but when I am duplicating it in Global application then its not getting executed properly and thr...
Hi, I added the "Virtual agent service portal" widget to the portal but I wanted to remove it. I deleted the widget from the page as you can see below but it still shows in the portal. How to disable/remove the chat window from showing in the portal?...
Hi guys, I was trying to build a POC for a custom message in our Virtual agent, and that I need the Topic sys_id/name and the conversation activity Id (I was referring to the screenshot below, and I actually don't know the specific term for the 4 box...
After some refactoring (some deletions were done) of my VA topic, I am no longer able to save/preview it and this error occurs: com.glide.cs.qlue.module.designtime.compiler.convert.ConverterException: No definition for field: set_up_date_to Could any...
When the chat interaction is created,the short description field of interaction should be populated from the virtual agent chat conversation i.e., specifically the text entered by the user in the chat that text needs to be in autopopulated in the sho...
Hello! I have a question regarding Virtual Agent Satisfaction Survey. The client wants to remove text below the satisfaction smileys, originally it says Good, Neutral and Bad. I found that I can change the value that is displayed, "Good", in Survey...
Hi, I activated "CSM Virtual Agent conversations" plugin in Serivenow and got all the predefined conversations and topic blocks. When I hit test active topics, I could only see 2 topics when there are more topics from CSM that are active for example ...
Hello! I have seen numerous community posts asking how to have a searched Knowledge Article from the Virtual Agent to be opened in a new Window or Tab. For us, we would like to explore if it's possible to open a Knowledge Article from the Virtual Ag...
Hi, Could you please help me i am strggling to disable history and show only 24 hours of history to users on the virtual agent chat. If i use skip_load_history: true in server script of agent chat record. it is disabling all history also when user is...
Is IT Service Management Standard - Unrestricted User v2 enough for the virtual agent?
Hi all, I'm trying to setup live agent in virtual agent. But still it's only showing "No agents currently available" I never had any problem with this in previous release and this is the Paris release. 1. I have setup chat queues with schedule.2. I...
