LLM Topic Node keep going circles

Hi everyone,

I’m reaching out for some help as I’ve been stuck on an issue that’s keeping me up at night.

I’m new to Virtual Agent, and my company recently purchased Now Assist. I started building an LLM topic with some straightforward instructions:

• The flow should begin by asking, “How can I help?”

• Then, it should collect more information, check for matching KB articles, and—if the user still wants to proceed—create an incident using the short description and additional details provided.

The problem is that when my topic runs, the “How can I help?” step keeps looping. Instead of simply asking the question, it returns a greeting and displays the user’s full name, company, and role—even though I only want it to say, “How can I help?”

Has anyone seen this before or have suggestions on how to get this working as intended? Any ideas or direction would be really appreciated!

Thanks so much for your time and for reading this.

Below is a sample for this loop behavior, in my test screen, I can see that the focus is still on the first node and it has not moved to anything below which is quite frustrating.---

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Hi Daniel, how can I help you today? I have you as Daniel Strowman from Miami, what seems to be the issue?

>>laptop broken

You mentioned your laptop is broken. Can you tell me more about what's happening with it? I have you as I have you as Daniel Strowman from Miami, what seems to be the issue with your laptop?

>>its not working

You mentioned your laptop is broken and not working. Can you tell me more about what's happening with it? I have you as Daniel Strowman from Miami, what seems to be the issue with your laptop?

>>its just not working can I get some help

You mentioned your laptop is not working. Can you please provide more information about what's happening with it? For example, are you getting any error messages or have you noticed anything unusual?

>>nothing as such

You've mentioned that there's nothing specific happening with your laptop. Can you please provide more information about what's happening with it? For example, are you getting any error messages or have you noticed anything unusual?

>>no!