Setting up Deflection Utility in Virtual Agent

[anuj27]

Hi All, 

I need to understand how can I setup this Deflection utility in my virtual agent topic flow.

I have read the documentation and also gone through the community post related to it Community Answer  and have understood the theory behind the deflection.

I need to set it up in my topic. There are also OOB default deflection configurations which I have gone through but could not understand how to use them. So that when the flow runs the deflection can bee seen.

Can anyone explain its step by step setup. 

Thanks in advance !!

[Aditya Raute]

This is the right way to add deflection to topic flows. Not sure what the issue is exactly.

Do you want to create Custom Deflection patterns?

[anuj27]

Hi Aditya, 

I need to get the functionality that when user need to create an incident , so instead of going to live agent support , VA should create that incident on its own using the deflection functionality.

For this image below, i need to understand what to enter in these fields, so deflection happen in flow.

I have created a sample flow, to check its functioning. 

I hope I have explained it clearly.

Also If I simply add the utility , fill in mandatory fields. and run . 

VA throws an error :