Forum Posts
Resolved! Virtual agent - what needs to be gathered?
I'm a senior business analyst that will be working with our Service Desk to implement Virtual Agent functionality. Any advice of where to start from that will be needed by developers? My first thought is: what things SD want to try to direct people t...
Resolved! Virtual Agent gets stuck while on the conversation
Hi all, We are trying to add Virtual Agent chatbot into our dev environment. While we are testing the chatbot, sometimes it will get stuck and not showing any conversation. (We either can't select the items or type in any sentences). Any idea abo...
Resolved! Unable to Duplicate "Create Incident" Topic block
Hi Guys, I am trying to duplicate "create incident" topic block in virtual agent designer. creating a duplicate is not an issue but when i try to "publish" it or "Active" it shows an error : "RecordOutputPrompt f1e63a963ef040eebea961154958b567 prope...
Live Agent Chat Not Loaded When Embedded in iFrame
I have a developer instance that I am working with to build a POC of a live agent chat on a website. I can get the chat to work in the SN portal just fine, and I can load the chat embed page just fine outside of the website (sn_va_web_client_app_emb...
Virtual Agent communication page embedded URL (sn_va_web_client_app_embed.do) does not load if there is no browser cookie
Our team is using Orlando and ran into an issue where the Virtual Agent communication page embedded URL (sn_va_web_client_app_embed.do) does not load if there is no browser cookie. In an incognito window, we navigate to https://instanceName.service-...
Resolved! How to disable virtual agent sound alerts
Does anyone have information on how to disable the sounds in virtual agent? Everytime a message comes in there is a sound. Business would like to have the ability to disable it. There used to be info on this in the release notes but not anymore. Tha...
Virtual agent html bot response i'm not able to add the onclick event
Hi All, i need to switch topic on click on a text i tried the below code on click event is not triggered <html> <body> <script> function click(){ vaSystem.switchTopic('Contact Live Agent'); } </script> <span onclick="click()" style="color: blue;...
Resolved! How does everyone troubleshoot issues with Virtual Agent Conversations?
Virtual Agent is out there, doing its thing, and occasionally tells a customer "I'm having technical issues and won't be able to continue this conversation" - how do you all troubleshoot this? Im struggling to make sense of the conversation tasks and...
Resolved! NLU Utterances - Use of filler words
Does anyone have any best practices for tuning the NLU? I've tried watching the SNow videos and reading the training, but they do not help as they do not go in-depth enough. How do you mark filler words like "I want to" and "How do I" as irrelevant?...
How to use an array to store multiple values for a reference field within virtual agent topics
Within my topic flow I have set a reference choice that allows a user within a chat to select one of the references field choices. The reference field within the form allows users to select multiple reference choices. 1. First step I did was add t...
Option for multi-selection in virtual agent
I wanted to give users an option to do multi-selection of records from Virtual Agent, just like a 'list_collector' type of field does. Is there anyway I can achieve it?
Virtual Agent and Amelia Integration
Hi, I need some help in integrating Virtual Agent(VA) with IPSoft Amelia chatbot. I understand SN VA works only as a secondary bot at this point. Can someone help me with general steps in setting up this integration and testing the interaction from A...
Resolved! End Conversation button is disabled and virtual chat gets stuck
Hi Team, We have successfully implemented Virtual chat and live agent config. One user reported an issue like his virtual agent chat gets stuck in live agent connection and unable to close the chat as 'End Conversation' button is disabled. The issue...
How can I move a virtual agent topic to another instance?
Hello, I was searching high and low now, without luck. How is the correct way, to move a topic from one instance to the other? Thank you, Andrea
