In Virtual Agent when i Click I need more Help it ends the chat

[SS1510]

In Virtual Agent When I click 'I need more help' , it ends the chat. I think this is an OOB functionality. Does anyone have any idea , if we select 'I need more help', then it should allow user to search rather that ending the chat.

[SS1510]

Does anyone has any idea how to hide this option 

[Renat Akhmedov]

Hi @SS1510,

When the user selects "I need more help", the system calls the default fallback handler, and that fallback ends the conversation unless the instance has a custom fallback topic configured.

To create your own "fallback" topic and route "I need more help":

Go to Conversational Interfaces - Virtual Agent - Topics

Create a new Topic, e.g., "I still need more help"

Add a simple dialog:

Ask the user what they’re looking for

Show additional options

Or call a different search logic

In VA Search Settings, change the fallback topic to your new topic.

If my answer was helpful, please don’t hesitate to give it a thumbs-up - it only takes a second, but it means a lot to me. Thank you!

Best regards,
Renat Akhmedov