Virtual Agent Voice input
does virtual agent have OOTB voice interface? Or is there a another product / integration, perhaps something with Amazon Lex , we are starting to use AWS connect - ServiceNow integration for our voice channel
Forum Posts
Resolved! Can I change the greeting text in Virtual Agent topic?
Hi, Can I change the VA message which says "". In the topic it seems to use vaSystem.sendTopicPickerControl by passing the message, if I change it , will that not impact?
Time out for Unanswered Live Chat
Hi, We just enabled the Virtual/Live agent to our instance. One of the problems we are seeing with the Live Agent is if an end user initiates a Live Agent chat and it is not picked up, it does not time out. For example, our Live Chat is open from 7a...
Virtual agent Limit increase for Knowledge articles
Hello All, I want o increase limit of knowledge articles shown by Virtual agent using OOB contexual search for particular knowledge base. I have search Script include VAGlobalContextualSearchUtil but not able to pinpoint where it is restricting from ...
How to dynamically display clickable links in Bot Response coming from 3rd party?
I have integration setup, Its integration with external knowledge base. I am having issue where when we get the response back from that knowledge base Virtual agent topic is not able to display the content in the same format as in the source. Links a...
NLU - Anything else topic triggering over fallback
Does anyone know the conditions in which the fallback topic is triggered rather than the anything else topic in an NLU virtual agent environment? The behaviour I am experiencing is that the fallback is only triggered after the initial greetings messa...
How can i replace the text 'Agent has entered the chat' with the name of the agent
Hi there In VA, I want to change the text that shows up when an agent joins the conversation 'Agent has entered the chat' to eg: 'Bill has entered the chat'. I can change this to a static value through UI messages but I dont know how to change the me...
Resolved! Virtual Agent Freezes
Virtual Agent Freezes for a specific user. It works fine for others. Any help would be really helpful.
I am facing problem of exception while creating the session in virtual agent.
Hi All, i am working on Virtual Agent and i am facing issue of exception while creating session in virtual agent logs.It also says your last session of conversation is in progress.How to solve this issue?
Resolved! Pointing to sn-va-web-client-app.do when user clicks on button.
We have several different business areas that have chat queues - on one of our portal pages, there are different Connect Support widgets that a user can pick from and clicking on one of them opens chat_support.do with that specific connect support ch...
Resolved! Initiating Live Agent Session after chat session times out
Hello! I'm trying to figure out something with our Virtual Agent. After I pushed a change (Personalized greeting/closing message) into production we noticed something strange. When an end users session timed out with our service desk analyst, they wo...
Resolved! Reference Choice Validation Message
We are using Reference Choice control to check for HR cases for user. We notice that If the user has only 1 single active case, the VA displays a message to confirm if that is the case the user wants to check (see image below). Is there a way to modi...
Resize the smiley icon
Hi All, Is it possible to change the size of smiley which appear on chat window which comes if user share feedback. After selecting the smiley it comes as incomplete smiley. How can I align this as full image. Regards, Gunjan
Resolved! Where to configure customized chat branding
Hey guys, I stuck at some point. Help me to understand where i can put the chat branding for virtual agent. I will be thankful for the resolution.
Resolved! Can we change the font style on Agent Chat/Virtual Agent chat?
Hello, Can we change the font style on Agent Chat/Virtual Agent chat? And what is the default font style that it uses?
