Configure custom fallback topics for sensitivity filters in Now Assist for HRSD

[michaelj_sherid]

When sensitivity filters detect content that requires special handling in Now Assist for Human Resource Service Delivery (HRSD), the system needs a fallback plan. By default, filtered interactions route to a standard topic, but you can configure this behavior to match your organization's needs.

What are sensitivity filter fallback topics?

Sensitivity filters in Now Assist are designed to protect sensitive data and ensure compliance with organizational policies. When a filter is triggered, the system attempts to redirect the user interaction to an alternative topic—the fallback topic—that provides appropriate guidance or escalation.

By default, all filters use the same fallback topic. However, different organizational needs may require different responses. Some teams might want to escalate sensitive requests to a supervisor, while others might prefer to redirect users to a self-service knowledge article or a different AI agent.

How to change the fallback topic

Step 1: Access the sensitivity filter configuration

Navigate to the sensitivity filter list in your ServiceNow instance:

sys_gen_ai_filter.LIST

This takes you to the list view of all configured sensitivity filters in your system.

Step 2: Open the filter record

From the list, select the specific filter for which you want to change the fallback topic. Click the filter name to open its configuration record.

Important

You cannot modify the fallback topic directly from the list view. You must open the individual filter record in full view to make changes.

Step 3: Update the filter error topic field

In the filter record, locate the Filter error topic field. This field specifies which topic the filter redirects to when sensitivity conditions are met.

Update this field to point to your desired fallback topic. The topic you select should be:

• Already configured in your Now Assist topic library
• Appropriate for the type of sensitive content the filter detects
• Accessible to the users who will encounter this filter

Step 4: Save your changes

Once you've updated the field, save the filter record. The new fallback topic takes effect immediately for subsequent interactions matching this filter.

Common use cases

Escalation scenario: A filter detects requests involving personnel decisions or terminations. Instead of the default topic, configure it to route to a "Manager escalation" topic that collects details and creates a ticket for HR leadership.

Self-service deflection: A filter catches questions about benefits eligibility. Configure the fallback to point to a "Benefits FAQ" topic that provides immediate answers and links to your benefits portal.

Compliance redirection: A filter detects potential compliance violations. Route to a "Compliance review" topic that explains the policy and offers options for appropriate channels.

Verification and testing

After updating a fallback topic configuration:

1. Test the filter by submitting an interaction that matches its sensitivity criteria
2. Confirm that the system redirects to the new fallback topic
3. Verify that the fallback topic response is appropriate for your use case
4. Monitor activity to ensure the filter is performing as expected

Best practices

• Name topics descriptively: Use clear names like "Manager escalation" or "Benefits deflection" so you immediately know what each fallback does
• Test after changes: Always test a filter change with realistic data before considering it production-ready
• Document your configuration: Keep a record of which filters have custom fallback topics and why, especially in regulated industries
• Review periodically: Audit your sensitivity filter configuration quarterly to ensure fallback topics still align with organizational policies