irtual Agent NLU Topics Not Triggering – Same Issue for All Topics

[Sahil Mir]

Virtual Agent NLU Topics Not Triggering – Same Issue for All Topics

Hi everyone,

I have created two topics using Virtual Agent 

• Outlook Issue
• Report an IT Issue

Along with these, the out‑of‑box topic Live Agent Support is also present under All Topics (please refer to the attached screenshot).

However, none of the topics are working during testing. When I test any of them, they all show the same issue, and the conversation ends without triggering the expected flow.

I have already:

• Added the ITSM NLU model
• Selected the correct  Associated intent (for example, Report an IT Issue) in the topic configuration

Despite this, the issue occurs for all topics, including the out‑of‑box one.

Could someone please help me understand:

• Why none of the topics are getting triggered even though they are visible
• What configuration or NLU setup might be missing or incorrect

Any help would be really appreciated.
Thank you!