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Custom Fallback Topic is not getting triggered in Virtual agent on ESC portal.

Aishwarya_R
Tera Contributor

yesterday

Hi Everyone,

I duplicated an existing custom fallback topic in Virtual Agent Designer to create a new one, but the new topic is not getting triggered in Virtual agent on ESC portal.

The original topic (which works as expected) has an HR scope, while the newly created one has a Global scope. Despite configuring the new topic similarly, it doesn’t seem to be picked up during fallback scenarios.

Any idea what might be causing this?

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k_lutz
Giga Sage

8 hours ago

Hello @Aishwarya_R ,

 

You did not mention but did you update it as a fallback for that chat experience?

 

k_lutz_0-1776870360135.png

 

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