Dear SNow Community, I've a requirement to route an incoming voice call on Genesys Cloud to ServiceNow Voice Bot. Could you please point out to step by step for implementing this functionality? Note: I have successfully integrated Unified Experien...
Hi all, I have a question regarding VA that uses the NLU model. How is the model trained? Is the data leaving the ServiceNow Instance? Is the data at any point leaving the ServiceNow instance? Now using now assist by te way just regular NLU. Is the m...
We have Virtual Agent with Now Assist setup and working in our instance. When we provide it with a query that it doesn't understand or cannot answer, it replies with the following message "Unfortunately, there is not enough information available to a...
Hello Experts, We have integrated MS teams with virtual agent. (Conversational integration with MS Teams). For rejection it asks to provide rejection comments in the chat once I click on reject button but I want that to be appear as a popup when I cl...
When a live agent is chatting with an end user and shares a hyperlink, the visible link text appears correct. However, the underlying backend URL is always rewritten to the same ServiceNow Virtual Agent embed URL (sn_va_web_client_app_embed.do), rega...
When an agent shares a link, for example a catalog item URL, the end user clicks the link and is redirected to the sn_va_web_client instead of the intended destination. Each time the user clicks the link, it loops back to the Virtual Agent web client...
Hi Wondeirng if anyone knows the answer to this. On Tokyo platform, we are using the "Run AI Search" topic block within virtual agent. When viewing on the web, the search results are coming back with links pointing to the current portal being used - ...
Hi Everyone,My current requirement is to configure Virtual Agent for a domain separated instance. I tried keeping the topics in the Parent domain, but it is not visible to the users in child domain. Is this expected?We are not planning to keep the to...
Hi Community,I am encountering an issue while designing a workflow in Virtual Agent Designer.Scenario:I have created a Topic Block with the type LLM (Now Assist enabled).I am currently building a "standard" Topic that uses NLU as the discovery model....
Hi Team, Need your support to understand and extract script actions or script includes used in virtual agent topicsAlso how to understand the Integration Hub or third-party tools integrated with the virtual agent topics RegardsNaresh
Hi Community,I am testing bot-to-bot integration for Virtual Agent using REST Explorer.What works:The REST call with action: START_CONVERSATION works successfully.A conversation session (nowSessionId) is created.The response returns a TopicPickerCont...
So I have a topic that is caught in a loop. It is spitting out a message to my logs, which is how I know it exists. How do I kill that conversation or process to stop it? I have already disabled the topic, but I don't find anywhere on how I can kill ...
How to customize quick action buttons in VA enhanced chat (examples in the attached screen - "Check Ticket & Support Status" + "Request Status Agent" + "Report an incident") and set their follow up actions?I would like to set 2 quick action buttons ...
Hello Community,I would like to ask about the expected and recommended way to trace HTTP errors (especially 404) when using Virtual Agent + IntegrationHub (RESTMessageV2).BackgroundI have a Virtual Agent (VA) that triggers a parent Flow, which in tur...
what are the keyboard shortcuts for virtual agent ? do we need to enable any system property