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Follow-up question after a Genius answer

ayman_h
Kilo Sage

‎10-28-2025 11:03 AM

Hi,

We have setup our Virtual Agent with Now Assist and currently using the OOTB Assistant. This is working well and the users are shown Genius Q&A results to their queries.

 

We have a requirement to show the user an additional question to ask 'Did this answer your question?' Yes or No choices and then trigger a list of questions followed by routing them to raise an Incident or request. We can do this using a VA Topic.

 

I am struggling to understand, how do I trigger this straight after a Genius answer shown to the user. Has anyone been able to accomplish this?

 

Regards,

Ayman

 

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2 REPLIES 2

SN developer3
Tera Expert

2 weeks ago

Hi @ayman_h 

I am also facing the similar issue, If you have found a solution, could you please share it here?

Thank You

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Ankith Sharma
Giga Guru

2 weeks ago

Hi @ayman_h 


We had a similar requirement recently, and the key thing to understand is that Genius Q&A doesn’t automatically hand off control to a VA topic. After the Genius result is shown, the conversation basically stops unless you intercept it.

What worked for us was:

  • Creating a small wrapper topic that listens for the Genius response event. Genius doesn’t map this to a topic by default, so you need to handle it manually.

  • In that topic, show your “Did this answer your question?” Yes/No prompt.

  • If Yes → you can end the chat or show related articles.

  • If No → continue to your follow-up flow (Incident/Request routing or additional questions).

  • Make sure the wrapper topic has a higher priority so it triggers immediately after the Genius answer.

These two references helped me while setting this up:

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