Fallback vs AI Search Fallback

[Jamie Girouard]

In Rome, our Virtual Agent set-up took users to our defined Fallback topic if we weren't able to match their utterances.  In San Diego, it now goes to AI Search Fallback even though we haven't enabled AI Search in our instance.

How can we get VA to go back to Fallback topic we created?

*We intend to enable AI Search at some point in the future after we upgrade, but for now we want to leave it disabled.

[Aman Kumar S]

Hi,

Refer to below article for detailed understanding about the same:

Difference between the Search Fallback and AI Search Fallback

Feel free to mark correct, if your issue has been resolved, so it ends up in solved queue.

Will be helpful for others looking for the similar query.

[Aman Kumar S]

Hi @Jamie Girouard 

Is your issue resolved?

Feel free to mark correct, if your issue has been resolved, so it ends up in solved queue.

Will be helpful for others looking for the similar query.

[Richard Kiss1]

Hi Jamie,

Go to Conversational Interfaces > Settings, select Virtual Agent then Custom greetings and setup then Default chat experience and finally the the Setup Topics tab. If there is something set for the AI Search fallback, then that is the problem. You have to remove it to be blank (see screenshot), then the VA will skip it and go to the topic what is set for the Fallback.

[Amy Lind1]

Has this been resolved?  We are having the same issue.

Thanks! 

Amy