Portal specific Virtual Agent

[Gargichatterjee]

Hi All,

I need to customize the Virtual Agent that is available out-of-the-box (OOB) in the Employee Center Portal. This includes modifying the default chat experience and updating other topics.

- How can we achieve this customization?
- Where can I check the mapping between the Employee Center Portal and the Virtual Agent?

Additionally, I have another question:
In Virtual Agent Designer, I created a flow for a setup topic. However, when I test the topic within the designer, only the greeting step works, and the remaining steps do not execute.

- How can I troubleshoot this issue?

Thanks in advance!!

[palanikumar]

Hi,

You can refer this URL for all configuration related to Virtual Agent

https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/administer/virtual-agen...

Regarding the issue, can you tell me detail of the VA topic you have configured? Did you check the logs?

[Dr Atul G- LNG]

Hi @Gargichatterjee 

For all VA-related work, you need to go to the VA Designer, where you can view all topics and topic blocks. Also, when you test a topic in the designer, it shows only that specific topic and not other topics. This is expected system behavior. If you want to test the full flow, you need to test it on the portal.

https://www.youtube.com/watch?v=-D5ox1SPysI

https://www.servicenow.com/community/virtual-agent-nlu-forum/how-to-enable-virtual-agent-on-specific...

https://www.servicenow.com/community/hrsd-forum/implementing-virtual-agent-on-esc-portal-on-pdi/m-p/...