Hi Community, Question on transferring to Live Agent from the 3 dot menu (Contact Support menu). When transferring to a Live Agent from the Contact Support menu, does it use the same Setup Topic that is specified in the General Settings? The reason ...
Hi all, I'm trying to create a pre-chat survey to gather information before displaying a list of the available topics based on the user's responses. I'm following this doc (https://docs.servicenow.com/bundle/orlando-performance-analytics-and-report...
Upon transferring a user to a live agent the script detects if there are any live agents available. IF there are no live agents available, VA says "Please try again later". Instead, we would like to offer additional options to the user such as: 1. T...
Is there any variable in chatbot which stores the term entered by user and searches for topic keywords? I tried using vaVars.global_search_text, but it's not working. Is there any variable in system which stores the query entered by user?
Hi, Is there a way for a topic to automatically perform the search using the phrase the user has input previous to selecting the topic? For example, if a user enters 'I want to find where my paycheck is stored' and then the Search the Knowledge base ...
Hi,How to set a timeout duration for closing conversation automatically if there is inactivity in chat. We want to set this feature in both Microsoft Teams Now Virtual Agent and Service Portal. Documentation shows that Chat Queue Entries will be mark...
Hi I have a problem which is that I can not get access to Knowledge base articles from Virtual Agent. The log received in virtual agent is: “12:23:03.184: SearchService: A valid Search Context was not found for this request.” Does anyone know how ...
When the virtual agent connects the user to a live agent, the profile photo circle changes from the virtual agent to the live agent. If the live agent doesn't have a photo uploaded, then their initials are displayed in the circle icons next to their ...
Looking for examples on how to utilize slot filling in order to implement it for my own topics. Slot filling is where upon triggering a conversation VA identifies or captures keywords that were typed by the user in order to skip the subtopic validati...
Hi Team, I have few hr topics which i need to restrict those for only permanent employees.we have custom field created on user table as "Role type" which is a choice field of contract and permanent.when logged in user is permanent employee then only ...
How to get one particular Knowledge article within Virtual Agent ( After user entered into a Topic ) For Example - User chatting for issue in Application , So user entered into that Topic , Now How do we get only one or Two Knowledge Article to sho...
My end goal is to have a scoped application where the group that has access to the scoped app will create their own virtual agent topics. I created the scoped app with a corresponding role. I created a new group and assigned the scoped role as wel...
Hello Everyone, I am currently working on creating an incident from chatbot using VA Topics. Here I want to copy the conversation (happened with bot) and paste it to the worknotes section of the incident. Can anyone provide some pointers for referenc...
Starting to use the VA in a new environment (sandbox) and when trying one of the ootb topics, it attempts to search the knowledge base but no response is returned. Now the conversation is stuck and there are no options to end the conversation or rese...
Hi, I have a requirement to get the portal URL in virtual agent script.Like i need to check weather its HR portal or IT Portal in greetings message topic.
