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...
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
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?
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...
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 ...
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...
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...
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...
Virtual Agent Freezes for a specific user. It works fine for others. Any help would be really helpful.
