Displaying list of topics

[Nandhu1704]

By default, in virtual agent, topics in show all topics are displaying in alphabetical order. Is it possible to display the list of topics based on our convenient order? If possible, please provide the solution.

[Chris D]

No, sorry, you cannot reorder the topic listing but there are two alternatives that can use to get some of the benefits you're hoping for:

1. Promoted topics: this allows up to six topics to be displayed in the greeting (before the user clicks "Show me everything" in fact)
   • See: Setting up chat experiences for Virtual Agent users (servicenow.com) for the overview
   • Here: Configure a Virtual Agent chat experience (servicenow.com) for the how-to
2. Categories: this allows you to group topics into categories so they appear in the topic picker (after they click "Show me everything")
   • The categories appear alphabetically and the topics within them are alphabetical - and everything not in a category appears in the Others category at the end (also alphabetical). So this can be a slight workaround by letting you use the alphabet to organize topics.
   • See: Create or modify custom categories (servicenow.com) for details

[Anshul Agarwal]

What is the SNOW Version you are using? Also, is it in VA Web you see this or in other channels like Teams? We had same issue on MS Teams but it was fixed in one of the updates.

[AkankshaS598836]

Hi, how can I add more topics into the "show my everything" list