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10-20-2022 12:42 PM
Just fyi that article isn't fully accurate - there is no need to use topicDiscovery() if you know what topic to switch to - it's a waste of NLU resources and only adds unnecessary overhead and potential for (rare NLU) failure.
Back in Paris or Quebec, ServiceNow introduced vaSystem.switchTopicById([topic sys_id]) which is the best way to switch topics now.
This is documented in Virtual Agent scripts (servicenow.com):
| vaSystem.switchTopicById() | Enables the user to jump from the current conversation topic to the specified topic ID. The X button is available, so that the user can end the conversation. After the topic ends, the user resumes the global topic. When the conversation ends, the user can click to restart. |
