Virtual Agent - Dynamic Topic Picker

[James-B]

Hi All, 

Does anyone know if it is possible to have the topic picker behave dynamically based off choices selected before the topic picker is displayed? 

I have tried multiple things so far but cannot seem to find a way to make this work.

Example A

Bot: Hello Customer; please tell us what product you are contacting us about today, 
Choice: Product A / Product B
Response: Product A
Bot: Great please click "Show me everything"
Options
1 - Product A - Installing 
2 - Product A - Reset Password

Example B

Bot: Hello Customer; please tell us what product you are contacting us about today, 
Choice: Product A / Product B
Response: Product B
Bot: Great please click "Show me everything"
Options
1 - Product B - Installing 
2 - Product B - Reset Password

I tried to achieve this using and setting a context variable but it seems that the picker is determined when the VA is initiated and I cant find a way to refresh, I've even tried calling the picker in a separate topic and topic block to no avail.  

This needs to work for users that aren't logged in and they may not have a ServiceNow login, so I cannot simply check what products the customer has. 

[Mark Roethof]

Hi there,

That's not possible through regular configuration. Perhaps what you might do is a context variable, though you already tried. Perhaps else setting a user preference, based on the choice, and add that user preference to the user criteria of the topic?

[James-B]

Thanks for the response Mark.

Pretty much the answer I expected to be honest, though it feels and seems like something we should be able to do. I have achieved my goal using a static list instead and then using a script to trigger a conversation based on the choice, it doesn't look as nice but it gets the job done.