virtual agent

[Vedavalli]

Hi 

Can we configure after clicking i want something else? if yes how?

[Dr Atul G- LNG]

Hi @Vedavalli 

"It looks like you’re still getting familiar with the basics of Virtual Agent. I recommend going through the Virtual Agent training on Now Learning — it will help you understand where and how to configure this properly. Based on your question, I’ve already shared the details; now it’s about applying the right configuration.

[Ankur Bawiskar]

@Vedavalli 

what's your business requirement?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Vedavalli]

If I choose I want sokmething else. THere should be a message i couldn't find relevant to this and if possible incident creation topic

[Aniket Chavan]

Hello @Vedavalli ,

Yes, you can absolutely configure what happens after a user clicks “I want something else” — whether it's part of an OOB topic or a custom one.

First, try to identify which Virtual Agent topic is being triggered when that option appears. If it turns out to be an OOB topic, you'll need to make a copy of it. Once you have your own version, you can modify the flow however you like — adding new dialogs, conditions, or routing to other topics based on the user’s input.

Just a quick suggestion for future posts — try to include more context where possible, like which topic you're working with or any customization you've already tried. Even a quick screenshot helps others in the community understand the issue better and respond faster ...............

Once you’ve copied the topic and know what you want to add after “I want something else,” feel free to share more details here. We can help guide you through which components or actions might work best!

🔹 Please mark ✅ Correct if this solves your query, and 👍 Helpful if you found the response valuable.

Best regards,
Aniket Chavan
🏆 ServiceNow MVP 2025 | 🌟 ServiceNow Rising Star 2024

[Aniket Chavan]

Hello @Vedavalli  ,

Just wanted to check in to see if my earlier response helped you out or if you're still facing any issues. If your query is resolved, it would be great if you could mark my reply as helpful and accept it as the solution — that way it can also benefit others who come across the thread later.

Let me know if you need anything else!

Best regards,
Aniket Chavan
ServiceNow MVP 2025 | ServiceNow Rising Star 2024