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...
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...
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
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.
Hello, Can we change the font style on Agent Chat/Virtual Agent chat? And what is the default font style that it uses?
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 ...
