Virtual agent (remove live agent message

[Yogita11_]

Hello everyone,

Our requirement is that anytime a user clicks "No" to the "Did any of this information resolve your issue?" option, the virtual agent automatically navigates the conversation to the live agent.

We need to stop the live agent message( Looks like you might need additional help would you like to speak with  a live agent instead).

Does anyone have any suggestions?

@Mark Roethof 

@Mark Roethof 

Thank you

[Sumanth16]

Hi @Yogita11_ ,

Please refer to below thread:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1113653

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda

[christina_tang]

Hi @Yogita11_ ,

You have to create a duplicate of the OOB Search Fallback Topic in order to be able to modify the flow.

Then change your setup topic to point to the modified Search Fallback Topic in Conversational Interfaces.