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.

[ChinchillaMoMo]

Hi @Sean Adams , did you find a solution to this?

we are having the same issue, not sure what is missing in setup.

Thanks in advance.

[Sean Adams]

@ChinchillaMoMo Sorry for the huge delay here! I only just found the root cause of the issue. So the problem was that the description for our greeting topic was triggering a keyword match to certain utterances, which is basically the NLU's last ditch effort to find a topic to route to. You can prevent that from happening by finding your topic in the sys_cs_topic table and setting the "Is Topic Discoverable" field to false. Alternatively, if you don't want to make it undiscoverable, you can change the description of the topic so that it doesn't trigger keyword matches with any utterances. So for example, if your topic description is "does xyz" and it is getting triggered by the utterance "need help with xyz", change the description to "does abc" (or just delete it entirely).

If you haven't found a solution already, I hope this helps!

Sean

[ChinchillaMoMo]

Hi Sean, thanks for getting back, just didn't think that would because of description wording issues. 

[Sean Adams]

Yeah, the keyword search has caused all sorts of strange behavior for us. In general we try to avoid it, but apparently it was still at play whenever utterances did not produce a match with our intents. Either way, making the topic "undiscoverable" was enough to fix the issue without having to change the description.

[pavithrajrs]

@Sean Adams We have the same issue. Please let us know if you found any fix for this.