Hide and customize virtual agent messages

[maryamkargar]

Hi everyone,

I'm using a virtual agent bot to connect to the live agent, and my only topic is the live agent which I have duplicated. I want the bot to immediately route the user to a live agent for almost any query they might type. Currently, I have many keywords associated with the live agent topic in the topic's properties. I'm currently using a Tokyo instance, but be moving to Utah soon

Here are some approaches I've tried so far:

1- I haven't used the "live_agent_only: true" option because I need a customized greeting message, and we're also connecting to the live agent through a widget.

2- I tried reducing the value of com.glide.cs.intent_confidence_delta, but I still have the choice list message that it is not sure about what my topic is even if I use the exact keywords: "I want to be sure I got this right...". I receive suggestions while typing keywords (picture attached), but after hitting enter, the confidence seems to be less than 65%, and it shows the vaVars._topic_choice_list_msg message with options, which has my live agent topic and an "I want something else" option (picture attached).

3- I attempted to make the property com.glide.cs.want_something_else_option (vaVars._topic_sth_else_option) "I want something else" private and limit it to certain roles, but it still shows up. I need to either remove this option or ideally hide the entire choice list question (vaVars._topic_choice_list_msg) and direct users straight to the live agent.

I will appreciate any hints on how to either hiding the choice list question or removing the "I want something else" option and leaving only the live agent option.

Thank you in advance,
Maryam 

[Danish Bhairag2]

Hi @maryamkargar ,

Plz take a look at the below link.

https://www.servicenow.com/community/virtual-agent-nlu-articles/connect-to-live-agent-directly-in-vi...

Mark my answer helpful & accepted if it helps you resolve your query.

Thanks,

Danish

[maryamkargar]

Hi,

thank you so much for your fast response. I have mentioned that I don't want to use live_agent_only: true and I want to have the greeting messages, and that I have already tried it. What I need is to remove the choice list message possibly.

Thank you again,

Maryam

[Fakiha]

The option 'I want something else' is stored in 'com.glide.cs.want_something_else_option' System Property. 

[maryamkargar]

Thank you Fakiha, I have tried to limit it to specific roles and make it private, but it still shows up.