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

Adam Beutnagel
Tera Contributor

‎05-21-2019 10:26 AM

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.

find_real_file.png

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

find_real_file.png

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Adam Beutnagel
Tera Contributor
In response to Mike Allen

‎12-02-2019 08:51 AM

Hi Mike, 

 

I wish it was simple as that, example 1 is not defined as a "Conversation topic" to modify. This is why I posted out to the community. 

 

I have still yet to find a way to modify these default messages from within OOTB in Virtual Agent. Customers get stuck in a loop to keep trying again without being directed to a live agent or to submit any feedback.

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