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

[Aishwarya_R]

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?

[k_lutz]

Hello @Aishwarya_R ,

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

[Aishwarya_R]

yes, I already updated it as a fallback for that chat experience.