Remove "Other" Section of Virtual Agent

[stormy 12]

Hello Everyone,

I'm stuck on an issue and could use some help.

I'm trying to disable/remove the "Other" section, but I haven't been able to find where it's configured. I initially thought that disabling the associated topic might hide this option, but that doesn't seem to be the case as the topics appear to be out-of-the-box (OOB), and the system isn't allowing me to disable them.

Can anyone point me to where I can disable/remove the "Other" section?

Thanks in advance!

[Nilesh Pol]

@stormy 12 The "Others" section you're seeing in the Virtual Agent (VA) chat interface in ServiceNow is part of the topic block organization in Virtual Agent Designer. It's a system-generated section that groups topics not explicitly categorized into other user-defined topic blocks.

If all topics are assigned to proper topic blocks, the “Others” section disappears automatically.

OR 

To make “Others” disappear from the VA panel - Open For each topic appearing under “Others”, open it, and assign it to a valid topic block using the "Topic Block" field (e.g., "HR Support").

[stormy 12]

Thank you @Nilesh Pol  for quick help.

As you mentioned, in order to disable the "Other" section, we need to assign the topic to a valid topic block. However, the topics in question are read-only, so I'm unable to make any changes to them. Given that, how can we assign these read-only topics to a topic block?

[Nilesh Pol]

@stormy 12 thanks for following up,

since, it can't be directly edited, then follow below steps:

• Click “Clone” in the header.

• In the cloned version:

  • Assign it to a proper Topic Block.

  • Make any additional changes needed.

  • Publish it.

• Go back to the original OOB topic.

• Uncheck “Active” or “Published” (if it allows you to).

[Ankur Bawiskar]

@stormy 12 

I don't think you can disable that or remove that.

If my response helped please mark it correct and close the thread so that it benefits future readers.