Search fallback is not working

Akki1
Tera Contributor

‎10-17-2024 10:57 PM

In virtual agent I don't see the fallback search working . We don't have lot of custom topics created and our motive is we want when users enters something it should find relevant related catalog item and knowledge articles links. How can i achieve this? I read somewhere that search fallback does this OOB but I don't know why its not working.

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Moin Kazi
Kilo Sage
Kilo Sage

‎10-17-2024 11:24 PM

Hi @Akki1 ,

 

Please review the following points:

 

 

  • Check Fallback Settings:

    • Go to Virtual Agent > Designer and look for the fallback topic.
    • Ensure that the fallback topic is properly configured and active.

  • Review Search Configuration:

    • Ensure that the search configuration is enabled for both catalog items and knowledge articles. You can check this in Virtual Agent > Configuration > Search.

  • Use Keywords:

    • Make sure that the catalog items and knowledge articles have relevant keywords and tags that users might search for. This helps the system to return more accurate results.

  • Enable Search for Topics:

    • Ensure that the “Use Fallback Search” option is checked for the Virtual Agent topics you're using. This allows the fallback mechanism to trigger when the user's input does not match any defined topics.

  • Test Search Queries:

    • Perform tests with various search queries to see how the system responds. Look for any patterns in the failures—specific keywords that don’t yield results, for instance.

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Thank you!
Moin Kazi

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