Hello everyone
I am working on a virtual agent enhancement where the fallback response should display a custom message along with the buttons
1.) Browse Service Catalog
2.)Search Knowledge Base
3) Submit a Support Request, they want Chat with live agent only for IT4U portal.
(Note;:- We have two customized service portal i.e IT4U portal & HR4U portal.)
Based on my investigation I found the Custom Greetings and Setup Message table sys_cs_context_profile_message.
Under Chat experience, I found multiple chat experience. For the IT VA (Name of Our Chat experience in our infra) with Type =Fallback.
I did the same for the HR VA Chat experience by update the both Type= Fallback & Self Service Fallback records.
Changes are working on IT Portal, but they are not being picked for HR Portal.
I also checked the sys_cs_conversation table to identify which topic is being triggered, but I couldn't determine which particular topic are used. I have around 245 topics in "Assistant Designer" so it's dificult to identify the correct one.
Can someone help me to find a way to identify the exact topic/flow that is executed when the fallback message is shown, so I can add the required widgets/buttons? Is there any recommended debugging steps where I can follow & identify which particular topic is being triggered and also please do let me know how can I add this buttons inside my topic.
Thanks
