Customised topic not working for VA

[Gargichatterjee]

Hi,

I am trying to customize the greeting of virtual agent. It should include the username(customer name).  

I have created the  topic. But when trying to use that topic,  the topic is not appearing in search. Please suggest what I might have missed.

Attaching multiple screenshots.

P.S. I am using Zurich Release version.

Thanks.

[Gargichatterjee]

@Ankur Bawiskar , No it didn't work.

Thanks.

[Gargichatterjee]

@Ankur Bawiskar , No it didn't work.

Thanks.

[Ankur Bawiskar]

@Gargichatterjee 

did you associate your new greeting topic in the settings so that system knows that it has to pick yours and not the OOTB one?

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[Gargichatterjee]

@Ankur Bawiskar 

As I mentioned, in the settings where we update the setup topics there my customized topic is not appearing.

Thanks

[Ankur Bawiskar]

@Gargichatterjee 

link your newly created greeting topic here and see if that works

After this clear instance cache using cache.do and then logout and login again

1) go to this URL and update the Setup topic field

https://instanceName.service-now.com/nav_to.do?uri=sys_cs_context_profile_topic.do?sys_id=3028809b53a11010a813ddeeff7b12de

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏