Now assist (Virtual agent) query

[ChittiS]

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

[Vikram Reddy]

Hi @ChittiS,

Most likely your HR4U portal isn't actually wired to the HR VA chat experience, so editing the Fallback and Self Service Fallback rows under sys_cs_context_profile_message for HR VA has nowhere to land. Since the enhanced chat experience model, each portal is mapped to a specific chat experience under Conversational Interfaces > Assistants > Display Experience > Portals tab. Open that list and confirm HR4U is explicitly assigned to the HR VA experience rather than silently inheriting Default (which is effectively your IT one).

For finding the exact topic, skip guessing across 245 topics and go straight to the data: every session writes a record to sys_cs_conversation, and that record has a Topic field pointing straight to the Assistant Designer topic that ran. Filter by user and created time for your test session and you'll have the topic in seconds, no need to eyeball logs.

To add the buttons, use a Static Choice (or Dynamic Choice) control on that topic's fallback response node, exactly how the OOB fallback renders Browse Catalog, Search Knowledge Base, and Submit a Request. Add a fourth choice item for Chat with Live Agent and gate its visibility with a condition on portal/channel context so it only renders for IT4U.

References

• Enhanced chat experiences for Virtual Agent (Yokohama Patch 3/Xanadu Patch 9)
• Static Choice user input control
• Conversation vs Interaction table for chat

Thank you,
Vikram Karety
Octigo Solutions INC

[ChittiS]

Hi @Vikram Reddy ,
Thanks for sharing ,  Based on my investigation I already checked the mentioned table & Most of the topic are "system" topics which cannot be seen in Assistant Designer & there are few topics like below:-

Now assist Fallback 
IT Greeting
Greeting Block IT

And, Now Assist Fallback is an OOTB topic, Could you please guide me what next step should I take to complete this?

Thanks

[Vikram Reddy]

Hi @ChittiS,

Good news first: you're not missing anything in Assistant Designer. Now Assist Fallback is the delivered system topic that runs the AI Search Fallback engine, and system topics are deliberately kept out of the normal Discoverable/Visible topic picker so they can't be edited or broken by accident. That's also true of the greeting handler underneath your "IT Greeting" and "Greeting Block IT" topics, those are your own custom wrappers around it, which is exactly why they show up while the fallback engine itself doesn't.

That actually simplifies your original question. There is no topic node to drop a Static Choice control into for this screen, because Now Assist Fallback isn't rendering its own conversation nodes, it's pulling the message text and the button set straight out of Custom Greetings and Setup Messages (sys_cs_context_profile_message) for whichever Context Profile served that session. You already proved this yourself: once you edited the Fallback and Self Service Fallback rows for IT VA, the buttons rendered correctly on IT4U. So the "how do I add buttons" question is already answered, you did it correctly. The open problem is purely why HR4U isn't picking up the HR VA rows, which is the same root cause I flagged before, just now confirmed from a different angle.

Since your investigation ruled out "wrong topic" as the cause, here's where I'd point the debugging next:

1. Open Conversational Interfaces > Assistants > HR VA > Display Experience > Portals and confirm HR4U is explicitly listed there. If it isn't in that list, it's silently inheriting the Default chat experience, and Default is effectively your IT setup, which is why IT's rows work and HR's don't.
2. On the HR VA Fallback and Self Service Fallback records you edited, check the Context Profile reference field on each row and confirm it actually points to the HR VA context profile's sys_id, not to Default or to a copy that still references IT. It's an easy slip if those rows were created by duplicating the IT ones.
3. Run a fresh HR4U test session, then open that session's record in sys_cs_conversation. Besides the Topic field, there's a reference on that record back to the context profile/assistant that actually served the session, look at that instead of the topic name. If it comes back as Default or IT VA instead of HR VA, that's your proof the portal is misrouted, and the fix is entirely in the Display Experience mapping, not in any topic or message record.
4. As a quick sanity check, temporarily deactivate just the IT VA Fallback message row and retest on HR4U. If HR4U's fallback text changes too, HR4U is unquestionably running on the IT/Default profile.

One more thing worth knowing given the note in the KB on this table: the OOTB Default chat experience record itself has to stay Active, if that gets deactivated anywhere in this process, Virtual Agent stops loading entirely, not just for HR. So don't touch that row while you're chasing this down, only the Portals mapping and your HR VA's own message rows.

Thank you,
Vikram Karety
Octigo Solutions INC