In Virtual Agent, can I exit the conversation by just typing "Exit" OR "Quit" OR "Stop" OR "Close"?

[Community Alums]

Consider a scenario, where a user is interacting with the virtual agent and decides to leave the conversation by typing in either "Exit" OR "Quit" OR "Stop" OR "Close".

Is there a way to exit from the current topic block when these messages are typed in?

[Paul Curwen]

the keyword bye can be used to end a conversation. See section 'Support the End Conversation contextual action in Virtual Agent conversations' here: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/virtual-agent/concept/v...

If this helps please mark as Helpful/Correct

[Community Alums]

Hi Paul, 

Thank you for your response to my query. However, I was checking on the contextual actions. 

I see some OOTB commands created in the table sys_cs_contextual_action. Further, my questions are:

1. Can I insert a new record into this table?

2. How do I invoke these commands in my topic flow?

[Paul Curwen]

You can add your own words under the Commands column, edit the commands with comma-separated values. e.g. bye,goodbye,alavida

I do not believe you can add new records though (I have never tried) see documentation: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/virtual-agent/reference...

If you are using NLU you can always add your own Intent/Utterances to do this

If this helps please mark as Helpful/Correct

[Community Alums]

And how about my second question: How do I invoke these commands in my topic flow?