Active/Published Pre-built topics not showing in Virtual agent

[Community Alums]

Hi,

I activated "CSM Virtual Agent conversations" plugin in Serivenow and got all the predefined conversations and topic blocks. When I hit test active topics, I could only see 2 topics when there are more topics from CSM that are active for example "Create Case". Any help is greatly appreciated! Thank you

[Mark Roethof]

The only topic active that I see, is get help. Looking at the conditions of that topic, it will only be shown when not logged in.

So it's correct no topics are shown. Try to activate one of the topics, and do have a look if the conditions meet.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Community Alums]

ok, not sure how the topics are determined to be active or not. I see "Create Case" as active. If it truly not active, how do I make it active? 

[Mark Roethof · Accepted solution]

Create Case is a Topic Block. Topic blocks are not shown on the topic picker. Only active Topics with matching condition are shown.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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LinkedIn
Community article list