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What is required for getting OOB Virtual Agent topics to work?

mpsteve137
Tera Expert

4 hours ago

I feel like what I am trying to do should be straight-forward, but I am running into issues. I am trying to setup ITSM Virtual Agent Conversation Topics in my PDI, but the OOB ones themselves are not working. For example, the "Close Incident" topic. All I did was activate it in my instance from the designer module, but when I click it from the agent chat in the portal, it does not work. The VA just says, "I'm having technical issues and won't be able to continue this conversation." This is completely OOB so I have no idea what I could possibly be missing. Are they not created to just work OOB? If not, can someone please explain what steps I can follow to get it working?
Thanks

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ChrisSteinke2
ServiceNow Employee
ServiceNow Employee

3 hours ago

Hi there. After activating the plugins you need to follow the standard setup and config instructions for VA from the Docs site:

https://www.servicenow.com/docs/bundle/zurich-conversational-interfaces/page/administer/virtual-agen...

 

Off the top of my heads, the topic might not be published, the Assistant might be misconfigured, your Setup Topics might be unpublished, AI Search might be misconfigured. There are more depending on if this is an LLM or NLU based Assistant. Until the setup is completed its hard to trouble shoot as it could be nearly anything. 

 

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