How to disable these OOB topics in Virtual Agent

[tidert_24]

Hello everyone!

How can I disable this OOB topics in Virtual Agent? How to configure it to when it would only show up? Is there a table for this?

EDIT: I tried to deactivate the topics but it cannot be done because it is used in a custom chat experience. How can I determine where is it connected?

[Dr Atul G- LNG]

Hi @tidert_24 

Go to VA Designer:

[Rafael Batistot]

Hi @tidert_24 

If you don’t want these OOB topics to appear:

• Go to Virtual Agent > Designer
• Find the topic (example: Now Assist Live Agent).
• Open it and set Active = false.

That removes it from showing up in the bot’s topic picker.

Alternatively, you can delete the topic record in sys_cs_topic (not recommended — better to just deactivate).

[kaushal_snow]

Hi @tidert_24 ,

1. You can make OOB topics inactive by updating their records in the sys_cs_topic table....

Look for fields and make inactive:

Discoverable

Visible

This will hide the topic from the Show me everything list ...

Option 2: Duplicate and Customize Topics

If you need to modify the behavior or content of an OOB topic..

Navigate to Conversational Interfaces > Virtual Agent > Designer. Find the topic you wish to modify. Duplicate to create a copy. Edit the duplicated topic as needed. In Custom Greetings & Setup, update the Default Chat Experience to use your custom logic.

Check below articles as well:

https://www.servicenow.com/community/developer-forum/remove-topic-from-custom-chat-experience-in-va-...

https://www.servicenow.com/community/servicenow-ai-platform-forum/deactivate-the-prebuilt-topics-in-...

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