How to trigger custom error handling and explore help topic

[Ritika Saran4]

Hi All,

I've created custom error handling topic and custom explore help topic with few bot response messages . I've linked these to my Custom Greetings and Setup configuration for my specific portal.

But how do I test these topics in the portal. I want to know how to trigger these topics on the virtual agent conversation in the portal.

Thanks in advance!

@Ankur Bawiskar : Any help would be appreciated.

[Mark Roethof]

Hi there,

If you have set your custom Greetings topic as the Greetings topic in the Setup topics, then when opening the Virtual Agent client, this custom Greetings topic will be shown right?

So what's your actual question on how to test this? Because it will be applied and with that you can test it right?

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

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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[Chris D]

Mark actually just answered this for me from an older thread: Is there a way to force an error within the Virtual Agent? - Virtual Agent, Natural Language Underst...

As explained there, I just created a dummy topic with a single script action with one line test = test; and that triggers error handling. 

As far as explore help, to be honest, I'm not sure how that's triggered by the system - if at all. I just have a "What can you do" intent associated with it so that's how I'd trigger it manually.

[ldave]

Hi,

how did you manage to have the platform use a custom error handling topic?

Where did you change this as a global thing?

Thank you.

[Chris D]

You set the custom Error Handling Setup Topic in your Chat Experience. Unless you've configured multiple, there's just one Default Chat Experience you need to update. See here:

Setting up chat experiences for Virtual Agent users (servicenow.com)