https://www.servicenow.com/community/community-central-forum/irtual-agent-nlu-topics-not-triggering-same-issue-for-all-topics/m-p/3530215#M6742 <DIV><H3><STRONG>Virtual Agent NLU Topics Not Triggering – Same Issue for All Topics</STRONG></H3><P><STRONG>Hi everyone,</STRONG></P><P>I have created <STRONG>two topics</STRONG> using <STRONG>Virtual Agent&nbsp;</STRONG></P><UL><LI><STRONG>Outlook Issue</STRONG></LI><LI><STRONG>Report an IT Issue</STRONG></LI></UL><P>Along with these, the out‑of‑box topic <STRONG>Live Agent Support</STRONG> is also present under <STRONG>All Topics</STRONG> (please refer to the attached screenshot).</P><P>However, <STRONG>none of the topics are working during testing</STRONG>. When I test any of them, they all show the <STRONG>same issue</STRONG>, and the conversation ends without triggering the expected flow.</P><P>I have already:</P><UL><LI>Added the <STRONG>ITSM NLU model</STRONG></LI><LI>Selected the correct&nbsp;&nbsp;<SPAN><STRONG>Associated</STRONG>&nbsp;</SPAN><STRONG>intent</STRONG> (for example, <EM>Report an IT Issue</EM>) in the topic configuration</LI></UL><P>Despite this, the issue occurs for <STRONG>all topics</STRONG>, including the out‑of‑box one.</P><P>Could someone please help me understand:</P><UL><LI>Why none of the topics are getting triggered even though they are visible</LI><LI>What configuration or NLU setup might be missing or incorrect</LI></UL><P>Any help would be really appreciated.<BR />Thank you!</P></DIV> Wed, 22 Apr 2026 15:34:50 GMT Sahil Mir 2026-04-22T15:34:50Z https://www.servicenow.com/community/community-central-forum/irtual-agent-nlu-topics-not-triggering-same-issue-for-all-topics/m-p/3530215#M6742 <DIV><H3><STRONG>Virtual Agent NLU Topics Not Triggering – Same Issue for All Topics</STRONG></H3><P><STRONG>Hi everyone,</STRONG></P><P>I have created <STRONG>two topics</STRONG> using <STRONG>Virtual Agent&nbsp;</STRONG></P><UL><LI><STRONG>Outlook Issue</STRONG></LI><LI><STRONG>Report an IT Issue</STRONG></LI></UL><P>Along with these, the out‑of‑box topic <STRONG>Live Agent Support</STRONG> is also present under <STRONG>All Topics</STRONG> (please refer to the attached screenshot).</P><P>However, <STRONG>none of the topics are working during testing</STRONG>. When I test any of them, they all show the <STRONG>same issue</STRONG>, and the conversation ends without triggering the expected flow.</P><P>I have already:</P><UL><LI>Added the <STRONG>ITSM NLU model</STRONG></LI><LI>Selected the correct&nbsp;&nbsp;<SPAN><STRONG>Associated</STRONG>&nbsp;</SPAN><STRONG>intent</STRONG> (for example, <EM>Report an IT Issue</EM>) in the topic configuration</LI></UL><P>Despite this, the issue occurs for <STRONG>all topics</STRONG>, including the out‑of‑box one.</P><P>Could someone please help me understand:</P><UL><LI>Why none of the topics are getting triggered even though they are visible</LI><LI>What configuration or NLU setup might be missing or incorrect</LI></UL><P>Any help would be really appreciated.<BR />Thank you!</P></DIV> Wed, 22 Apr 2026 15:34:50 GMT https://www.servicenow.com/community/community-central-forum/irtual-agent-nlu-topics-not-triggering-same-issue-for-all-topics/m-p/3530215#M6742 Sahil Mir 2026-04-22T15:34:50Z