Hello, We are Implementing VA in Paris and AWA for live chat. Users are connecting to live chat thru the virtual agent UI. We noticed that the Anything Else topic is triggered after the live chat conversation is ended by the live agent. And if the user clicks "No", for there's nothing else s/he needs help with, then the live chat survey is displayed within the VA UI.
Is there a way to not trigger the Anything Else topic after a live chat session ends, and instead trigger the live chat survey?
This way we won't miss users from taking the live chat survey or confuse the Anything else topic thinking they are still chatting with the live agent.
Thank you.
Hi Yasmin,
Maybe you could try the following:
1. Create a context variable going to Collaboration > Chat Setup
2. Add this new variable to your Transfer Live Agent Topic Properties, under Live Agent Variables:
3. In your "End conversation Script", after you close the conversation, set this new variable to true:
(function execute() {
vaSystem.endConversation();
vaVars.LiveAgent_Close_Conversation = true;
})()4. Create A Custom Anything else topic.
4.1. Add the LiveAgent_Close_Coversation variable to its Live Agent variables:
4.2 Add a Condition at the start of the flow that checks if the Live_Agent_Close_Conversation is true:
The condition script would look like this:
(function execute() {
if(vaVars.LiveAgent_Close_Conversation == true){
return true
}
})()
4.3 Add a Script Action that resets the Live_Agent_Close_Conversation before ending the worfklow. This way the Anything else topic can be triggered for other topics:
(function execute() {
vaVars.LiveAgent_Close_Conversation = "";
})()
5. Go to Collaboration > Virtual Agent > General Settings and set this new topic as your Anything else topic.
Hi Mark, so, we do want the Anything Else topic to trigger after our HR topics, but not after the live chat session specifically because we want the user to answer the live chat survey that triggers after live chat session ends.
I was reviewing the general settings setup topics and noticed that our OOB Anything Else topic had been changed. When reverting the setup topic to the OOB anything else setup topic, the Anything else topic is no longer triggered after the live chat session ends. Which is good, because it triggers the transcript download, and then a live chat survey. This is the way we want it 🙂 and the way it was working in NY. So let me share what had caused the issue originally in case it may interest anyone:
Since there are other portals that will also use VA, and therefore other developers, the following branching (image below) had been created and set up as the anything else setup topic withint the General Settings.
So the setup topic was just branching into the different portals and then calling the actual OOB anything else topic via switchtopic. Seems that not having the Anything else topic directly set in the general settings causes it to missed some of the validations that the OOB Anything else topic does in order to trigger at the right moments? Still not clear as to why it would behave differently when calling the Anything else topic via switchtopic, but using the OOB anything else topic and calling it directly from the General Settings solved the issue.
I'm curious if anyone else has used this configuration for the setup topics when having VA in multiple portals and if it has worked for you. Normally, what I've seen in SN reference material is that the portal branching into the differnt portals occurs within the topic itself. Thanks!
