Add URL in an option in Virtual Agent
Hi, How can we add a URL inside and option So that when a user selects that option, then gets redirected to that URL?
Forum Posts
Resolved! Anything else topic triggering after live chat conversation is closed
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...
Resolved! Entity Extraction for Entity List
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 ...
Resolved! Conversation Tasks State Definition
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...
how to show a particular knowledge article in virtual agent topic
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
Resolved! Incident creation topic is not working in different environment.
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...
Resolved! NLU Case Sensitivity
Is it accurate that NLU is case sensitive? I have been unable to find any documentation or community questions about it. I am hoping it's a bug based on what I'm seeing or something simple we've missed in configuration, but thought I'd ask here bef...
Resolved! Removing Virtual agent portal widget from index page is not removing it from portal
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?...
How to get Topic sys_id and activity flow sys_id in virtual agent
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...
Resolved! Virtual agent - Error No definition for field
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...
Populate short description field of interaction from the text entered by user in the virtual agent chat conversation
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...
Resolved! Virtual Agent Survey Satisfaction Smileys Name Removal
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...
Resolved! Active/Published Pre-built topics not showing in Virtual agent
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 ...
Resolved! Is it possible to open searched Knowledge Articles in the same Tab?
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...
Resolved! How to show virtual agent chat history only for 24 hours of chat to users?
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...
