I've noticed that despite us duplicating and customising multiple OOTB content (topics, topic blocks, setup topics) during our VA Deployment, we're not able to switch the Virtual Agent over to use them instead of the prebuilt ones.
The main issue is we can't point to our custom version of the "AI Search" topic block.
We've tried updating the Custom Greetings & Setup > Default chat experience > Setup Topics, but the VA breaks when we replace the "AI Search fallback" and "Fallback" topics with our own versions.
We have our own versions of the following OOTB content:
- AI Search
- AI Search - Fallback
- Greetings
When I look at the sys_cs_conversation table, I can see our custom Greetings topic is used, but not our custom AI Search or AI Search - Fallback.
I also can't disable the OOTB topics as they're read only.
I've also tried creating our own versions of the following content with no success:
- Run AI Search
- Live Agent Support
- Virtual Agent Capabilities
