Can there be 2 bots within same instance?
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10-17-2023 02:14 AM
Hi,
We have servcie now platform with same instance for both HR and ITSM.
However, we want to have separate bots for both HR and ITSM.
Is it technically possible?
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10-17-2023 06:35 AM - edited 10-17-2023 06:37 AM
From my point of view in one instance it will be one Virtual Agent technically.
But you can have based on some conditions e.g. different Portals in use:
- individual Brandings "Conversational Interface > Settings > General > Branding"
- individual Greetings & Setup/Promotion Topics "Conversational Interface > Settings > Virtual Agent > Custom Greetings & Setup"
If this was helpful please mark it.
Thank you.
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10-17-2023 07:04 AM
Challenge is we have same portal for both HR and ITSM
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10-17-2023 07:45 AM - edited 10-17-2023 07:51 AM
You can go with this setup but then you have to customize in the Portal Theme area the individual pages. Add customized Virtual Agent Widgets per page. It exist a page in SNOW docu describing the load parameter which you can use to individual load different profiles on individual pages.
But be aware of Browser cache mean having different colors and different bot name will not easy change by just loading another page in same browser. This is not an SNOW issue/limit more an as is from the Web-Technology.
Our experience was bad, close browser before switch between HR/IT virtual agent or clear cache to see the different looks and feel outcomes. Not end user friendly i think.
We had same challenge but we decided to go with an joint / aligned setup. Name, color etc. and just have individual Topics at the end in the topic discovery under categories e.g HR Topics / IT Topics) sorted.
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10-17-2023 08:00 AM
you can have topics seperated based on the portal you are in.
From Vancover, if you are using two converation on two different portal, the history is segregated default which previously was not possible without disabling history.
if you have same portal you can use the widget as mentioned by Denny above and use - sysparm_default_topic and sysparm_skip_load_history in url to launch specific topic based on the page.
