Virtual agent flow is not behaving as expected.

Abeer-khan · ‎06-19-2024

Hello,

I followed this link: https://www.servicenow.com/community/virtual-agent-forum/virtual-agent-ai-search-topic-block/m-p/296...

My scenario is after following the steps in this link I was able to change the 'I need more help...' to 'Show more'. Now the issue is when I click on any result the VA will give an option to open it and the flow will continue as "what would you like to do now?" with two options "Go back" and "I'm all set". When I select I'm all Set. It is again showing results 1 of 3 of 5 and after that it again asks same thing. "what would you like to do now?" when I select I'm all set again. Then it is triggering the end chat flow. Did I miss something?

Steps that I followed:

Created a duplicate of AI search fall back and AI search and then changed the Display option text from I need more help to Show more.

With AI search fall back (duplicate) I have AI search (duplicate) and within AI search (duplicate) the text is updated

i.e in display options (in the flow)> Define choices>

The code is:

(function execute() {

var resultMap = global.VAAISearchHelperVancouver.createResultMap(vaVars.searchMetadata, vaVars.searchResults, vaSystem, vaInputs, vaVars, vaContext);

// Set false to avoid duplications. Once sent, this flag prevents the same payload from being sent again

vaVars.sendDisplayedSearchResultClickMetricsEvent = false;

var options = [];

for (var key in resultMap) {

options.push({ 'value': key, 'label': resultMap[key], 'render_style': 'data'});

}

options.push({ 'value': 'no', 'label': gs.getMessageLang('Show more', vaContext.getRequesterLang()), 'render_style': 'data'});

options.push({ 'value': 'another_search', 'label': gs.getMessageLang('Ask something else', vaContext.getRequesterLang()), 'render_style': 'data'});

if (vaInputs.ask_another_search == 'true')

options.push({ 'value': 'another_search', 'label': gs.getMessageLang('Ask something else', vaContext.getRequesterLang()), 'render_style': 'data'});

return options;

})()

Changed the default fallback AI search to the one that was edited.

Please see screenshots. Please let me know if I can do something differently to achieve the flow as it was earlier.

VinodhaGG · ‎06-13-2025

Hi Abeer,

I am facing the similar issue we have two similar flows for India and France, for India when I search with keyword and if nothing found then i can click on 'Search with another keyword' it asks again to enter keyword.

But for France after click on 'Search with another keyword' it is asking to end the flow.

Configuration wise everything same still I am facing this issue.

Please provide your expert answer. Thanks!

Abeer-khan · ‎06-13-2025

Hello VinodhaGG,

Do you want the france flow to work same as India's flow? Can you share some more details and pictures for better understanding your concerns.

Best regards,

Abeer