Is it possible to skip topic confirmation for just one topic in Virtual Agent

[PriyanshuVerma1]

Hey, 

I want to know how "Ask user if topic VA chose is correct" is triggered, is there a way i can control it form coming up for particular topic?

We created a check ticket status topic, it shows you directly the incident card if you give the number. But before it still asks "You'd like help with {Topic name}. Is that right?" 

i just want to skip it if user gives the incident number itself

[Chris D]

Sorry - I hope you got this working by now! 

If not, I think you need to check your intent confident delta - check out this article for more details on how this works: Virtual Agent Topic Discovery - ServiceNow Community

The only thing is that the property mentioned there is deprecated and you set the threshold in the open_nlu_driver record. This is what that property says today on an ootb instance:

DEPRECATED - no longer used. Refer to open_nlu_driver table for this value. Using this value, the Virtual Agent will launch the topic immediately, or show the end-user the list of topics that might closely match.

[manish kale]

Hey @PriyanshuVerma1 
Good day to you!

I am trying to achieve a similar functionality, that if a user gives the record number directly into the chat, Topic should directly show the record card.
Also, just FYI, I have written a script action which glide records two tables, and it checks for the provided user number in both the tables and then return the card. The provided number can be in any of the two table.
But before the script action, we have a node asking for the record number.

However, if the user directly provides the number in first place in chat asking for the status, the record details card should show up, without asking again for the number, which is the first step in the topic.
How did you achieve it? How did you manage to show the card directly with the given user input.  Thanks in Advance!

[Chris D]

Here's what I did: a decision block that does a regex check - if it passes, then it skips the first question that asks for a record number 🙂

Here's my script for the "Yes" branch ("No" is simply the inverse):

(function execute() {
    var applies;
    if (vaSystem.getSearchText().match(/(ritm|inc|ims|req)[0-9]{7,12}/i) == null){
        applies = false;
    }
    else {
        applies = true;
        vaVars.entityExtracted = 'yes';
    }
    return applies;
})()

I'll be honest, I have no idea what I used vaVars.entityExtracted for - it doesn't feel like it'd be vital - it might be vestigial ¯\_(ツ)_/¯ (maybe I previously had the topic start with this as a script action and then the decision block looking at the vaVar, but I split it into two decision block scripts?)

[mohammadabd]

Hello @PriyanshuVerma1 

It is possible to enable or disable the topic confirmation feature in your VA.
Conversational interfaces > Home > view NLU settings

Steps to navigate: 

1. Go to Conversational Interfaces
2. Select Home
3. Click on View NLU Settings

There, you will find the property to manage topic confirmation.

💡 If you found this solution helpful, feel free to mark it as accepted or share it with your team! 😊

[mohammadabd]