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NLU - Anything else topic triggering over fallback

Does anyone know the conditions in which the fallback topic is triggered rather than the anything else topic in an NLU virtual agent environment? The behaviour I am experiencing is that the fallback is only triggered after the initial greetings messa...

Rob Smiles by Tera Contributor
  • 2104 Views
  • 3 replies
  • 0 helpfuls

Resolved! Reference Choice Validation Message

We are using Reference Choice control to check for HR cases for user. We notice that If the user has only 1 single active case, the VA displays a message to confirm if that is the case the user wants to check (see image below). Is there a way to modi...

find_real_file.png find_real_file.png
Yasmin by Kilo Guru
  • 2000 Views
  • 5 replies
  • 3 helpfuls

Resize the smiley icon

Hi All, Is it possible to change the size of smiley which appear on chat window which comes if user share feedback. After selecting the smiley it comes as incomplete smiley. How can I align this as full image. Regards, Gunjan         

find_real_file.png find_real_file.png
agrawalg by Giga Contributor
  • 2329 Views
  • 3 replies
  • 1 helpfuls

Resolved! Live Agent transfer option from Contact Support menu

Hi Community, Question on transferring to Live Agent from the 3 dot menu (Contact Support menu).  When transferring to a Live Agent from the Contact Support menu, does it use the same Setup Topic that is specified in the General Settings? The reason ...

Yasmin by Kilo Guru
  • 1895 Views
  • 6 replies
  • 2 helpfuls

Resolved! Offer user more options when live agent is unavailable

Upon transferring a user to a live agent the script detects if there are any live agents available. IF there are no live agents available, VA says "Please try again later". Instead, we would like to offer additional options to the user such as:  1. T...

Yasmin by Kilo Guru
  • 3081 Views
  • 7 replies
  • 4 helpfuls

Resolved! Global Search in Virtual agent

Is there any variable in chatbot which stores the term entered by user and searches for topic keywords? I tried using vaVars.global_search_text, but it's not working. Is there any variable in system which stores the query entered by user?

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