Virtual Agent "Something Else" - How to change default message / conversation flow

[Adam Beutnagel]

Is there a possible way to update the conversation flow or default response text for the choice item "Something Else" when topic results display more than one item; For instance, we want to default the flow to match the same flow on example #2.

Bonus Question: Is it possible if not results are found after 2-3 attempts to customize a message or perform a Virtual Agent Live Hand off?

Example #1: I typed in a keyword/phrase which displayed 3 choice options; When I select something else it prompts me to try searching again.

Example #2 - Here we have a "Something Else" topic under "Show Me Everything" we want to use under Example #1.

[Mike Allen]

You should be able to go to the Virtual Agent Designer, find your topic, and modify it from there.

[Adam Beutnagel]

Hi Mike, thanks for the quick response!

The "Something Else" I am referencing doesn't exist in Virtual Agent Designer. We created that topic manually as shown under Example #2. 

This option is embedded and appears only when searching for a topic with more than one result that is not related to any topics found in VA designer.

[Mark Roethof]

Hi,

Not sure if I understand your question correctly. Though, giving it a try.

Do you mean, you have a custom topic "Something Else"? And you want to add this to a Choice List, and then opening this topic?

If so...
Switching Topics is possible! Simon H wrote a nice article about this: Virtual Agent - How to switch Topics. I also embedded this in our custom start conversation topic: Virtual Agent - Starting conversations in a custom way.

So now it's only matter of adding Something Else to the choice list. If you have trouble with this, just share me a screenshot of that part of your Topic design + how your choice list looks like.
After choosing Something Else, a script action to redirect should be added.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[lynorek]

Hi Adam, did you ever find a resolution for this one?  We are experiencing the same issue.