Snow Virtual agent chat bot. How to send an email to support agent if bot unable to find the topic what User is expecting. Sending an email to a support agent if no Topic available related to User input.

Reddy26 · ‎02-04-2021

Hi Helping Hands,

I have a question regarding Servicenow Virtual agent chat Bot. End User is opened chat bot and typing something. Unfortunately there is no topic available in VA topics for what user is looking for.

In this case is this possible to send an email to a particular support agent, from VA along with User query (text typed by user in chat bot)??

If possible, can you pls let me know here how we can do that

Reddy26 · ‎02-04-2021

Can anyone help me on this as quick as possible.

Mark Roethof · ‎02-04-2021

Hi there,

Can you send Email? Sure you can create Events which trigger an email. Question is more... how? where? when? Only you can answer that.

How to create an event through Virtual Agent? Just by regular ServiceNow scripting using the Script Action.
Example can be found in one of my previous articles:
Calling Events, REST, Flow Designer, Workflows through Virtual Agent

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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Kind regards,

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

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Reddy26 · ‎02-04-2021

Hi Mark, Thanks for prompt response.

My query is not about triggering an event when a record is inserted or updated.

It is about If no Virtual agent topic matches to the User input. Then I have to send an email to a support agent.

Ex: User opened chat bot from CSM portal.

He typed a string "Create a problem". But no predefined Topic is matches to this User input.

Now, if user input does not matches any Virtual agent Topic, Bot should have to respond like I have sent an email to a support agent along with User input and it should immediately trigger an email to a support agent.

Below is screenshot when User type something which is not there in available topics. This is the situation I want to send an email to a support agent.

Please help me with possibilities.

Mark Roethof · ‎02-04-2021

Well that's actually a Setup Topic which is shown (Fallback Topic)? So you could add the event generation there.