Limit topics that appear based on what is typed into a Virtual Agent

AM24
Giga Guru

2 hours ago

Say I have a specific virtual agent. I type in something like "ABC Customer Questions" and press enter. The topic that should show up is an existing topic called, "ABC Frequently Asked Questions". No other topics should show up. How would I enable this functionality? Any help would be useful. Thank you.

0 Helpfuls
  • 62 Views
1 REPLY 1

Dr Atul G- LNG
Tera Patron

an hour ago

Hi @AM24 VA does not work this way. When a user enters any text in VA, it first searches the Knowledge Base and then the catalog items. It does not automatically open a specific topic. Topics are meant for specific tasks, and a user must explicitly open a topic to perform that task.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls