Dear all,
I am creating a Virtual Agent through Agent Chat and put it in the specific portal, it works well.
But when I typed something in the search bar and go into a new page, the Virtual Agent icon in the lower right corner disappeared:
When clicking Chat, the Virtual Agent reappeared, and the conversation inside was completely different from (the one in Home page) what I had set up.
I would like to know how this effect is achieved and if I want to find out why, where should I go to locate this configuration?
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?
