Virtual Agent looping to Greeting topic when intent not found

[Ryax]

We've noticed some strange behaviour in Virtual Agent when an utterance is entered that there is no Intent for; it loops straight back to the beginning of the greeting topic:

The below screenshot shows the example utterance "Help editing videos", which when inputted does not match on any of our intents:

As you can see, when I test this utterance in the designer no intents are found:

I understand this could be resolved by adding the utterance to one of our intents however, should the expected behaviour not be that the fallback topic kicks in? I have double checked our setup topics and have confirmed that a fallback topic is in place.

Many thanks in advance.

[Ryax]

It's worth noting that when I input a complete gibberish utterance that the fallback topic does trigger as expected:

[Sean Adams]

I'm sorry I don't have a solution for you, but I wanted to comment that I am having the exact same problem. As you pointed out, it seems any utterance that has "no intent predicted" will trigger the Greeting setup topic instead of Fallback.

I am trying to see if I can get some answers from ServiceNow on this one, and will post back if I find anything useful.

[Ryax1]

Hi Sean,

I ended up raising this with ServiceNow support in the end and the issue was being caused by how our Setup topics were configured on our instance. 
This setup topic configuration can be found here: https://instancename.service-now.com/now/conversation/settings/record/sys_cs_context_profile/3a33973... 

Changing the 'Explore Help' Setup topic type to "Virtual Agent Capabilities." resolved the issue we were having. 

It's worth noting that if you have Setup Topics with the same name (one with a "." at the end and one without) you should use the one with the "." at the end (this is what was suggested to us).

I hope this was of some help.

Rich

[Sean Adams]

Hi Rich,

Thank you for your detailed response! Interestingly, your solution didn't work for us. If I'm not mistaken, the topics with a "." at the end are out of the box (which is probably why ServiceNow suggested you use them) -- we have our own customized setup topics wired up, so it's possible something is misconfigured there. Even so, I hugely appreciate the information! I have a case open with ServiceNow to see if they can help me identify the problem, and will post back here with whatever works for me in case other folks come looking with the same issue.

Thanks!

Sean