How to duplicate the AI Search - Fallback

[tidert_24]

Good day everyone.

I would like to know where can I duplicate the AI Search - Fallback topic in the Virtual Agent Designer. Our instance have already updated to Yokohama and I don't see it listed in the VA Designer and what I have read in the community is not the same anymore.

Another question that I have is where can I see the OOB flow of the virtual agent? I am curious of its process. We are planning for the VA to only suggest articles with the link provided.

[rpriyadarshy]

refer Detailed BLOG for your queries Answered-

https://www.servicenow.com/community/virtual-agent-nlu-articles/how-to-use-ai-search-and-other-searc...

where can I see the OOB flow of the virtual agent--> There are OOTB Topic , Inside these Topics you can explore the flow.

Please Install VA for ITSM Plugin -> com.snc.itsm.virtualagent 

You will see a list of OOTB Topic inside VA Like 

Regards

RP

[kaushal_snow]

Hi @tidert_24 ,

If you want to duplicate the AI Search Fallback topic in the Virtual Agent Designer, first, ensure the Now Assist for ITSM plugin (com.snc.itsm.virtualagent) is installed, this provides access to OOTB VA topics.

Then, In the Virtual Agent Designer (under Conversational Interfaces → Virtual Agent → Designer), locate the AI Search Fallback topic (provided it's enabled). From the topic header bar, you can use the Duplicate option to clone it.

>> To explore how the standard Virtual Agent flow works:

Within the Virtual Agent Designer, check the prebuilt topics listed—this includes the AI Search fallback, general fallback, and other default conversation flows.

Check below articels:

https://www.servicenow.com/docs/bundle/yokohama-conversational-interfaces/page/administer/virtual-ag...

https://www.servicenow.com/community/virtual-agent-nlu-forum/how-to-use-setup-topics-ai-search-fallb...

https://www.servicenow.com/community/virtual-agent-nlu-forum/fallback-in-virtual-agent/m-p/3119173

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