Virtual Agent information returned about incidents

[Ville Hirvimies]

Hello,

With OOB configuration Virtual Agent returns a lot of information about the incident. Can this be altered? I would like to remove "priority" and "assigned to" information, this is not relevant for the end user.

[Dr Atul G- LNG]

Hi @Ville Hirvimies 

I am not sure, but you need to check the flow defined in Topic and see if we can change or not. It is under Virtual Agent -- Designer

[Ville Hirvimies]

Yep, that is what I did but at least I do not find where I could limit the returned information.

[Juhi Poddar]

Hello @Ville Hirvimies 

• Yes, you can customize the information that Virtual Agent returns for an incident.
• The default responses are controlled by Virtual Agent topics and response templates, which can be modified to exclude fields like Priority and Assigned To.

How to modify the response:

1. Navigate to: All → Virtual Agent → Designer.
2. Find the topic: Locate the topic that retrieves and displays incident details (e.g., Get Help with an Incident).
3. Edit the script action or response template:
   • If using Script Actions: Modify the script to exclude priority and assigned_to.
   • If using Decision Nodes or Message Blocks: Adjust the responses to remove unnecessary fields.
4. Test and publish: After making changes, test the Virtual Agent conversation and publish the updated topic.

Hope this helps!

"If you found my answer helpful, please like and mark it as an "accepted solution". It helps future readers to locate the solution easily and supports the community!"

Thank You
Juhi Poddar

[Ville Hirvimies]

Thanks for your reply! The Topic in question here is Check Ticket & Support Status. To my understanding the displayed output the user is generated via script response. The script itself does not contain any variables to modify, it calls to function that generates the output for the user. Where can one find these functions and modify those?