Virtual agent fallback options not working

[SN developer3]

Hi,

We have a very basic scenario like when the User types a query in the chatbot and

1. If there is no information available in the knowledge base or no catalogs are defined , then the chatbot responds saying it cannot provide any assistance.
The problem here is that the conversation is stopped but actually the VA should ask fallback options like if they would like to create a Case or end the chat or look for something else

2. If VA responds with knowledge article, after this the chat is not continued, wheres VA should ask if the article was helpful or it can help with something else, if User says not helpful, then it should provide option to create a case or end the chat

Note. : we are using Now assist with CSM, and AI search is also enabled

Would really appreciate if someone can help me find out the cause

Thanks

[kaushal_snow]

@SN developer3 ,

To address this, ensure that AI Search is enabled and properly configured in your instance. Navigate to Virtual Agent > Configuration > Search and verify that the search configuration is enabled for both catalog items and knowledge articles. Additionally, check the Custom Greetings and Setup settings to confirm that the AI Search Fallback topic is correctly set up....... If AI Search is not returning expected results, consider duplicating the Search Fallback Topic and customizing it to better suit your needs. Also, review the system properties related to AI Search to ensure they are configured appropriately. By following these steps, you should be able to resolve the issues with fallback options in your Virtual Agent.....

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[SN developer3]

Hi,

I think I have messed up AI search configuration.Is there any documented steps to successfully configure AI search?

Thanks