Add button to Recommended action

flawed_81 · ‎03-07-2025

Any idea how to add the "Start Over" button to the recommended actions cards?

I've seen this in a ServiceNow video but can't reproduce in my PDI (Yokohama).

Comments are turned off so cannot ask there.

Shivalika · ‎03-09-2025

Hello @flawed_81

You need to modify the conversation flow.

1)Find the node where the recommended actions card is displayed.

Click Edit Node.

2)In the node editor, look for "Quick Replies" or "Action Buttons".

Click Add Quick Reply.

Set the label as "Start Over".

In the action dropdown, select "Trigger a topic".

Choose the default topic that starts the conversation over (e.g., "VA - Start Over").

flawed_81 · ‎03-09-2025

Hi, I can't find the "edit node" you are talking about, can you tell me where to find it? I've tried in Decision builder and Workflow studio.. Maybe you are talking about Virtual Agent? I'm using Guided Decisions (Decision trees), not Virtual Agent (the video where they show this button is also related to Decision trees, not VA).

Shivalika · ‎03-09-2025

Hello @flawed_81

Great that you clarified. It's simpler in Guided Decisions than VA. You need to add "custom button" to restart the decision tree.

1)Navigate to Decision Designer (Guided Decisions > Decision Trees).

2)Open your existing decision tree.

3)Select the final node where you want the "Start Over" button to appear.

4)In the Actions tab, click Add Action.

Select Custom Action and enter:

Name: Start Over

Action Type: Redirect or Trigger New Decision

Redirect to: The first node of your decision tree.

Hope this helps.

Kindly mark my answer as helpful and accept solution if it helped you in anyway,

Regards,

Shivalika

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwN

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flawed_81 · ‎03-10-2025

Hi Shivalika, I'm afraid there is no actions tab in my decision trees, only guidances, and even there, there are no "action type" or "redirect to" fields. Are you maybe talking about the Playbooks designer?