Hi @MiftahF,
Yes, you can trigger the Conversational Catalog from a specific branch in your custom Greeting topic.
In the topic flow, you can simply add an action like Request Catalog Item or Search Catalog Items. When the conversation reaches that branch, the Virtual Agent will hand over the interaction to the Conversational Catalog and guide the user through the catalog request in chat.
So the general approach is
- Open your Greeting topic in Virtual Agent Designer.
- In the required branch of the flow, add a node.
- Choose Request Catalog Item or Search Catalog Items.
- Configure the catalog item or category you want the user to request.
- Once this node runs, the conversation continues through the Conversational Catalog flow.
- If you're using AI Agent/Now Assist, it can help identify the user’s intent and route them to the right action, but the actual catalog request is still handled by the Conversational Catalog capability in Virtual Agent.
In short, the best practice is to call the catalog using the catalog actions directly from the topic flow and let Virtual Agent manage the conversational request process.
Please note: I have used the below documents and courses to answer your question. Kindly refer to these links and courses; they will help you on the journey. 👍
https://www.servicenow.com/docs/r/platform-administration/ai-search/overview-ais.html
https://www.youtube.com/watch?v=jWttz8ERkKw
https://www.youtube.com/watch?v=s9pCcxMTzrE
If you find my answer useful, please mark it as Helpful and Correct. 😊
Regards,
Soham Tipnis
ServiceNow Developer || Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10
