Customizing Virtual Agent Queries

Fanare1
Kilo Expert

Hello,

 

I'm fairly new to Virtual Agent and was wondering if this is even possible. I'd like to configure virtual agent to search my catalog items based on the meta data field instead of the default behavior. Has anyone had luck creating a custom query and having the virtual agent search based on your parameters? (I.e. using an encoded query?)

1 REPLY 1

Chris D
Kilo Sage
Kilo Sage

For searching, you should really be using Contextual Search or AI Search for maximum effectiveness instead of a query. Both of those search tools have ootb topic blocks you can just plug and play. AI Search is the newer one, though you certainly can still use Contextual Search - in fact we use both ourselves: AI Search for the fallback search and Contextual Search for Catalog and/or Knowledge searches just because it's easier and there's ootb search contexts already setup for them.

I'm actually not too knowledgeable about Contextual Search except for grabbing the appropriate sys_id from the Searchers table (cxs_searcher_config) and plugging it into the topic block inputs... but I'm pretty sure that the default catalog searcher does indeed search the Meta field. Technically the catalog search I believe is different than contextual search, but the catalog search is documented here - Configure keyword search for catalog items (servicenow.com) - and explains how it searches the Name > Meta > Short Description > Description fields in that order of precedence and I do assume catalog contextual search is setup fairly similarly.

Have you tried using the Contextual Search topic block yet?

 

I'm more familiar with AI Search and I can say that for some reason, ootb the Meta field on the Catalog Item table is not searchable, but that can be easily configured/reversed by removing that Field Setting entry on the Indexed Source record.

 

tl;dr try the Contextual Search topic block with the "Catalog only" context instead of doing a query.