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]

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]

I am sorry. Can you please elaborate your answer. I didn't get you actually.

Are you talking about triggering an email when event is fired by a script?? If yes we need to create a notification in ServiceNow initially and then we have to pass the parameters (Param 1, Param 2) right??

If yes, we should have select a table while creating a notification right??

[Reddy26]

Can you please provide me the steps at which activity in the below workflow and how we can add the event generation there.

This is the flow we have for Fallback Topic

[Muralidharan BS]

Hi Reddy,

If the topic is not found and VA mails the support member, who is the support member here? 

If user searches and found no topic for  "create a problem" VA triggers email to Email A 

If user searches and found no topic for  "create a Incident" VA triggers email to Email B. 

You may have to setup a huge decision list if there is going to be different email recipients. If there is only one you can add a block above the sorry msg and use the article listed by Mark. You can also tweak the sorry message to fix your custom message. 

Calling Events, REST, Flow Designer, Workflows through Virtual Agent (servicenow.com)

Thanks