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. 

[Ricardo Sanche3]

can you elaborate more, please?

[Mark Roethof]

Hi there,

Did this solve your question? Or do we need to follow-up on this?

Please mark this answer as correct if it solves your question. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

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

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[Grahame]

Hi Mark!

I read and bookmarked this a while back as I knew it would be something I wanted to implement. Unfortunatley now when I come to use GlideSession it looks like it no longer works.

I've found other discussions talking about it not working (e.g. here)

Would you happen to have any idea if there is a way to get this working, or if there is another alternative besides writing to an actual record?

Many thanks

[SaurabhGidwani]

@Grahame  @Mark Roethof  Suprisingly , Everytime the fallback topic is running new value is getting set for session variable . this issue is only happening in VA scripts and not when i try from background script, I mean same code.

[SaurabhGidwani]

@Mark Roethof  Could this be done with context variable rather than session? I feel as session variable isn't working, leveraging context variable and increasing the count there could have helped