washington - fallback configuration not working

[pavithrajrs]

Hi All,

We have set up our Virtual agent chatbot with custom topics in our Washington instance. We have also created our custom fallback set-up topic. The same setup topic is also configured in the 'Conversation Interface > Settings > Virtual Agent > Custom Greetings and Setup > Default Chat Experience > Setup Topics > Fallback' setup topic type.

We want if VA is not able to predict any intent/topic for that particular utterance the fallback topic response should get triggered.

However, currently when user enter any gibberish text or unrelevant utterance, the response is the value configured in the system property: 'com.glide.cs.general.retry_question_message'

How can we make the bot respond with the custom fallback response when the no intent/topic is predicted? Any help on this will be really appreciated.

[Mark Manders]

Can you please close this one, so it can be picked up through this one: https://www.servicenow.com/community/virtual-agent-nlu-forum/washington-fallback-configuration-not-w...

That will prevent people wasting their time in helping you by providing information you may have already received through the same question you asked twice.

[AnaBeatrizA]

The link you shared is not available. can you share the solution again please? I'm facing the same issue