Filter Virtual Agent Topics Using Variables Values

[Daniel Sampaio]

Hello,

I have a challenge where I need to gather information about the client's preference—let's say option A, B, or C.
Depending on their choice, a different set of topics should be available: if they choose A, one set of topics; if B, another; and the same for C.

I tried using Live Agent context variables, but when I filter topics by "Who can access this topic" → "Context" and select the variable, it always behaves as if the value is empty.
However, if I remove this condition, I can access the topic and the value is available.

Has anyone encountered this issue before and could give me a hand?

Thanks, everyone! 🙂

[Daniel Sampaio · Accepted solution]

Already manage to get a solution.
I've already configured a context variable and a pre-chat survey so I already had the value being set and the interaction record.
On the "who can access this topic" choose script and add something like this:

(function execute() {

gs.warn("Value :"+vaContext.*variable you created*);

var department = 'Customer';

var user_department = '';

try { // GlideRecord will not work for Topic Picker (show me everything)

// I stored the input user department to Context Variable user_department at Pre-chat survey

user_department = vaVars.*variable you created*;

} catch (ex) { // Topic Evaluator cannot access vaVars, so do GlideRecord for the Context Variable

var interaction_id = vaSystem.getInteractionSysId();

var gr = new GlideRecord('interaction');

gr.get(interaction_id);

user_department = gr.context.u_*variable you created*;

}

if (user_department == department) {

return true;

}

else {

return false;

}

})()