Sensitivity detection live agent

  • Release version: Washingtondc
  • Updated February 5, 2026
  • 1 minute to read

    • Sensitivity detection for Now Assist for HRSD allows you to connect with a live agent through chat queues in HR products.

    If you selected the Live Agent option, you are sent to a chat queue that was shipped with another HR product. If you selected the Case option, you can create a case through the topic that is mapped to specific HR services, which means that you can land in different tables or service.

    Note:
    The mappings for the filters to their respective HR services and chat queues are contained in the getFilterMetaData function in the script include sn_hr_gen_ai.SensitivityDetectionVAUtilSNC.

    For a Live Agentyou are sent to specific chat queues (these have been shipped previously as part of other HR products).

    For a Casecreated through the topic are also mapped to specific HR services (this means they can land in different tables as well based on the service).

    Note:
    The mappings for the filters to their respective HR services and chat queues are contained in the getFilterMetaData function in the script include sn_hr_gen_ai.SensitivityDetectionVAUtilSNC.

    All filters have the same topic that is associated with them, which is called Sensitivity Detection: Fallback. There's also a supporting topic block called Sensitivity Detection: Create HR Case, but it is not directly exposed on any of our configuration records and is triggered from within the fallback topic.