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.
