Hi there, Sorry, if this is a basic question, i can't find the answer. I've been configuring the live agent chat and everything seems to work with 1 queue. If i make two queues how does servicenow decide in which queue to route the users to? My "ser...
Hi Experts, Need your guidance on one thing . How to route Virtual agent conversation on portal to Agent Workspace queue rather than Connect queue.. I tried to look into the example of Transfer to HR agent but currently it has script for moving to H...
Hi Guys, Where can I find the Virtual Agent variable values? Example:
I have been looking for best practices on NLU, Intents, utterances. The VA is rather slow when we have the NLU turned on so need to ensure I do not slow it down more. We are using three different modules itsmhrsdprocurement Procurement is the smaller...
I uploaded a png file to our default branding profile - for some reason it is not showing properly and when I removed it, I could see there was a robot type picture with a headset. I can't seem to find a reference to that picture anywhere. Any idea...
Hi, Can anyone please assist me. My Setup: I want the VA to assist the user in completing a Catalog item. I am at the point where I selected a catalog item and now test if the CI is conversational using this boolean value return vaInputs.is_c...
Hi, I am using prebuilt topic "Live Agent Support" to connect to an agent but I keep getting "there are no agents available at this time" message. Here are my current settings on Chat Setup.
I want to restrict the chat history shown on the bot to 2 days instead of the whole history. How to do this?
I am getting an exception while running the Virtual Agent flow. com.glide.cs.qlue.module.runtime.expression.TopicException: Conversation flow potentially looping, exceeded 50 field evaluations: Error occurred when processing message When does this ex...
We are working on using Virtual Agent on our external support site for self help. Using this instruction to make it work.https://docs.servicenow.com/bundle/london-performance-analytics-and-reporting/page/administer/virtual-agent/task/embed-va-standal...
Hi All. I would like to know what kind of configurations we can think of in order to have Virtual Agent answer FAQs. I want VA to automatically answer the user's inquiry by referring the FAQ data. I can think of one approach: to create the "Topic" ...
Hi All, I'm on a fresh NewYork instance I'm having an issue where i can't see an intent i have created for a NLU model in a topic (please see below), i was able to select the intent earlier this afternoon, but now it's disappeared from the list entir...
Hello! We are currently working on customizing some aspects of the Virtual Agent. One of those aspects is to allow the user to download a transcript of the virtual agent conversation prior to ending the conversation. I am aware that the user can ch...
Hello, Need some clarification on the fields in the Interactions table.When reviewing the VA interactions table, I notice that the Virtual Agent Column says "false", whereas the Assign To column says "Virtual Agent". According to docs the Virtual Age...
Hi all, I'm trying to set up virtual agent and the topics Search Catalog Item and Search KB to only display the item/article if the search term is in the title of the catalog item / knowledge article. I figured that this would have been a quite commo...
