Sofi Properties

To change the property settings navigate to Sofi > Setup > Properties

Backend Properties

Property

Purpose

Notes

Base URL REST Interface

The base URL of the Sofi AI REST interface

Please do not change unless advised by Servicely team

HTTP Timeout

Defines the HTTP timeout (in milliseconds) to use for interactive calls to the Sofi AI Platform. ServiceNow does not support true asynchronous requests, so if there are communications or other issues between ServiceNow and the Sofi AI platform we should fail as quickly as possible to ensure the system stays responsive

Please do not change unless advised by Servicely team

Service Agent Assistant Properties

Property

Purpose

Use stored display value

If the display values of the classification fields were included in the original data, use those values to set the display values on the forms. This option will save a number of round trips for the display value at the risk of becoming out of sync with the actual display values.

Use Preprocessor

Enables the pre-processing of data before being exported. Note that this generates a significant amount of load if you have a lot of data and a lot of pre processors configured.

Avatar Properties

Property

Purpose

Use Custom User Avatar

Enables Custom User Avatars

Default User Avatar

Relative link to an image stored in ServiceNow (e.g. custom_user_avatar.png)

By default Sofi uses the User Avatar of ServiceNow. If the Avatar cannot be found the Default User Avatar will be used.

Virtual Agent Properties

Property

Purpose

Welcome Message

The Welcome message can be customised to address the user by his name. These replacement tag can be used:

{{first_name}}
{{last_name}}
{{name}}

Message if Search does not return any results

Your search did not return any result

Maximal Number of search result

The maximal number of search result rendered in the User Interface

Intelligent Search Knowledge Properties

Property

Purpose

Link URL

Link address of any knowledge base article. The page to render the KB article can be replaced.

Replacement tag ID represents the SNOW SYS-ID

Link Target Attribute

HTML Attribute

Link Specifications

HTML Attributes

Article opens in popup window, based on the HTML attributes.

To open the Knowledge Article in a new tab instead leave this field blank

Intelligent Search Service Catalogue Properties

Link URL

Link address of any service catalog items. The page to render the service catalog item can be replaced.

Replacement tag ID represents the SNOW SYS-ID

Link Target Attribute

HTML Attribute

Link Specifications

HTML Attributes

Catalog Item opens in popup window, based on the HTML attributes.

To open the Catalog Item in a new tab instead leave this field blank

Link Target Attribute