How to restrict the fall back topic in virtual agent?

[shaikha]

Hi all,

I am trying to restrict the fall back topic of virtual agent to 2 attempts as it recognizes two attempts it should ask do you want to connect with live agent? 

Note : We are not using the servicenow connect support or agent workspace to route to live agent support, we are providing Skype link once user say talk to live agent. 

@mark roethof will you please look into this issue, thank you so much for your quick responses. 

Thanks

Shaikha. 

[nilimadesai]

Hi Shaikha,

There is no way for the system to limit the 'number of times' a topic (including Search Fallback) gets triggered, best way to handle the scenario you described is, within Search Fallback topic, present user with the option to transfer to LiveAgent if they mark the search results as not helpful. 

If I have answered your question, please mark my response as correct and/or helpful.

Regards,

Nilima

[Mark Roethof]

Hi,

There's no default way for this, indeed like nilimadesai mentioned.

Though you could think of a more advanced workaround... for example keeping a GlideSession variable, and expanding your Fallback topic to decide upon that GlideSession variable. For example setup a GlideSession variable fallback_count. Increase that variable everytime the Fallback topic is triggered. And if the count equals 2, have a Decision within your topic that acts on that count.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[shaikha]

@Mark Roethof  thank you, i am unable to check when fallback topic is triggered if i am keeping the count also it is remaining as 1 only.

if(vaVars._topic_strategy == 'unknown' || vaVars._topic_strategy != 'unknown')

{

vaVars.fallback_count++;

}

could you please help

[Mark Roethof]

So is this all code? Did you also apply GlideSession, don't see it in what you shared? Or do you need help with that?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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Community article list