This is related to the Advanced Work Assignment and Chat routing. In this table - awa_work_item There is a field named "Offer count". Anyone know if there is a way to see what Agents the chat was offered to in the order it was offered?
I want to show 2 different messages for the end user when user tries to connect to a live agent and live agent is busy or offline, Do I need to create a setup topic? if yes what should be the type and how to configure the flow?
In serviceNow virtual agent chat, the dynamic choices coming from the topic, or the topic picker, are left aligned.I want them to be centrally aligned.(The Yes/No options)What changes do I need to make.
We have an AI Agent enabled in Virtual Agent, the AI Agent is answering to user question correctly but the VA is execution last step twice and showing the response to user twice on the UI
Hello Community, Can someone help us step to remove the below highlighted content from the chat bot greetings? Thanks,Nagesh
Hey ServiceNow Community , Sharing my March learning journey and something interesting I explored recently. Everyone is talking about GenAI and AI, but have you heard about Virtual Agent Lite? In my previous blog, I touched on Now Assist for ITSM: T...
Hi everyone,I’m currently implementing an AI Agent to help users create incidents through chat. The agent asks a few clarification questions, drafts the incident details, and then creates the incident after user confirmation.We would like to allow us...
Hi, I'd like to configure the following, but am not sure how to do it. 1) I'd like the bot to show a list of open incidents of the current user (I've tried with lookup utility and non-scripted conditions but the bot is not returning any records for s...
We have configured Agent routing based on user department and chat is assigned to only one agent at a time. But recently we received a enhancement to assign incoming chat to all available agents in agent workspace. Can you please tell me how to achie...
Hello, In our environment for emergencies we want give users a URL that when used bypasses the virtual agent and queues them directly for live agent assistance. Anyone aware of the process for this. Ideally we have a way to activate and deactivate th...
I created a Bot Profile in ServiceNow with an image, but it still displays the default Virtual Agent branding image instead of the uploaded picture
Hi, I am cloned the OOTB topic Request a catalog item and trying to use it to request a catalog item from the Virtual Agent. I am able to find the catalog item but when I try to proceed with requesting the catalog item, it returns "Can't find a valid...
I see "All done! Is there anything else I can help you with? " at the end of NOW Assist VA conversation, however I can't find this message anywhere (any topic, closing message, etc). Where is it coming from?
Hello all,I was hoping to get some advice / learning on how other developers here have handled fallbacks.Our situation:- We have a general fallback topic which provides a live agent option + create incident- We have dedicated topics for hardware, sof...
How to update the Virtual Agent Launcher Icon in Employee Center? See screenshot.
