Change topics order in Virtual Agent "See All Topics" ?

[Eric C_]

Hello,

On Service Portal, does someone know how to change the order of the topics displayed when I click on "See All Topics" after the greeting messages ?

I could not find any parameter and when I create a new topic it is randomly put in the list.

Thank you all !

[Mark Roethof · Accepted solution]

Hi there,

We had a similar question and raised it with Hi. The case is closed now, "solution" being:

Hi Mark,

I have completed my investigation regarding this case. Please find all the details about the issue and its resolution below.

Issue: Virtual Agent order Topics

Solution: 
Thank you so much for your patience with this case. The development team has confirmed that PRB1331125 is fixed in New York release and the topics will be sorted alphabetically. 

I have verified the solution and reverted back all the changes I have made, if any. Please apply this solution in all the instances that have this issue. 

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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LinkedIn

[GregF2]

Hi Mark.  You seem to really know your stuff with VA!  Been following a lot of your threads and learning a lot - thank you!  Seems VA is going through some growing pains right now.

By any chance do you know what is driving the sort order?  Even if we could just get our "general inquiry" to the top would be very useful.

Thanks!

[Mark Roethof]

Hi Greg,

Unfortunatley, for London/Madrid you can't influence the order. Also had a HI Case open for this, but no luck. You could make a workaround, thru starting with your own custom topic, with which you could create your own topic picker. If ideas for this needed, just let me know. Though...

... with New York the order is changed to alphabetical by default. Not sure for your situation, though doing a lot of trouble changing the order of the topics, might be useless with New York. I haven't yet checked if there are more possibilities in New York for influencing the order.

Kind regards,
Mark

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LinkedIn

[Mohit Kaushik]

Hi Mark,

I saw your response that orders of topics is sorted alphabetically in Newyork version. But in Orlando version is there a way we can put LIVE agent support in the last under "See all topics" in VA. If we can do something to put it in last?

Thanks,

Mohit Kaushik