In our San Diego instance, the Custom Greetings and Setup section contains a specific HR Fallback setup topic as the official set up topic for our VA. However, when user types a phrase that VA does not understand, instead of triggering the HR Fallback topic configured in Custom Greetings and Setup, VA runs the OOB Run AI Search and AI Search Fallback setup topic.
We are unable to inactivate Run AI Search and AI Search Fallback setup topics because they are OOB.
How can we disable these 2 so that the fallback topics that is configured under Custom Greetings and Setup is the only one fallback topic running?
Thanks!
What you need to do is remove the AI Search fallback setup topic from your chat experience(s) aka Custom Greetings & Setup.
In trying to consolidate things, ServiceNow made things like this harder to get to, so now you need to go to Conversational Interfaces > Settings > Virtual Agent > Custom Greetings and Setup. Then you need to open your chat experience (Default chat experience unless you've added more), and you see the related list of Setup Topics. Bizarrely (unless our instance is bugging), I can't edit the items in this related list from this godforsaken view (sorry ServiceNow, this is a step backwards in some ways), so I'm just going to go to the table itself...
In the platform, open sys_cs_context_profile.list, open Default chat experience - then another bizarre thing - you may need to change the view from Default to Profile or ci_admin_console to see the related list. From there, double click the Setup Topic column next to "AI Search fallback", clear the value, then save. You may need to save the Custom Greetings and Setup as well.
