Hi all,
Here's the widget called "Request Help Channels" and after click "Chat" it will show a new Virtual Agent with a new topic conversation:
There are two questions from my side:
1. Where does the topic of this new VA come from? Can I find it in Virtual Agent Designer? How can I modify its conversation content(eg I can find its flow and modify it)?
2. How do I switch its topic? I changed topic in "instance option" but it doesn't work. How should I do this?
Thank you for your answer!
Hi there,
Just simulating this. Although there is this instance option, the widget is not really behaving like it.
Looking further in the widget code:
So actually, upon clicking Chat, the branding record is applied (looks correct) + if VA for Universal Request is applied then the instance option would work. Though if you don't have that plugin active, the Instance Option is useless.
If my answer helped you in any way, please then mark it as helpful.
Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP
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Hi
Thank you for your reply. Sorry for the delay in email notification.
I actived the com.snc.universal_request.va and tried again:
Well, I think the topic was switched by the plugin, However, I tried to fill in my own topic in the instance option, but it still did not take effect.
I still have two remaining problems:
1. Where does the topic of this new VA come from? Can I find it in Virtual Agent Designer? How can I modify its conversation content(eg I can find its flow and modify it)?
2. Here we can only use the preset conversation template of the plugin? Can we switch to any of our own topics?
