Reference Choice Validation Message

[Yasmin]

We are using Reference Choice control to check for HR cases for user. We notice that If the user has only 1 single active case, the VA displays a message to confirm if that is the case the user wants to check (see image below). Is there a way to modify such message or not show this message and show the case card straight away? I could not find where this confirmation message is coming from in the Designer section.

On the other hand, when the user has >1 active cases, the reference choice does use the prompt message I input within the control: "Which case would you like to check"?

 

I'm curious to see where that single active case prompt message is coming from. Any ideas if it can be modified?

Thank you!

[nilimadesai]

Hi Yasmin, Adding a Confirmation Message in the Reference node control, overrides the default system confirmation which you are seeing here. Virtual Agent uses the Confirmation Message when Default Value is configured or only one value is returned from a search. In the example, the Confirmation Message value for a Reference Choice node is empty, as a result Virtual Agent confirms the single record found is correct with a system-generated message.

Another way to work around this is to add an additional push call in your Reference control's script, which should prevent the system message from displaying as per example below. 

if (count > 0) {

        options.push({

        'value' : 'search',

        'label' : gs.getMessage('Someone else')

    });

}

[Yasmin]

Thank you, we will try this out. Let you know any results.

[Ana Paula1]

Hi Nilimadesaide,

I'm trying to understand your suggestion here besides adding a confirmation to overrides the default msg. I didn't understand the workaround you suggested. What is this being doing? What options I'm changing? sorry for dummy question but I'm getting familiar with VA.

[nilimadesai · Accepted solution]

Hi Yasmin, For Reference Choice controls, this issue happens when only 1 record is returned and there is either no other options for user to opt-out in the list that is presented, OR, there is no Confirmation set in the node control's Confirmation. This is one of the scenarios, VA shows the Yes/No message to user to get their confirmation...issue is that the message is not worded in the best way and has capitalization issues such as 'Your Case' in your example, which is likely the node control name. 

To work around this, there are at least 2 of the approaches below you could take, and there could be more. 

Option 1) Add a conditional Confirmation text in your node control that checks for 1 record returned and displays your custom confirmation (instead of the VA system confirmation you are seeing). If you go this route, when user selects No, VA sets that node control value to Empty, so that will need to be handled in your flow.

Option 2) In your Reference Choice list script, add an additional push call as per example below, which allows the user to opt-out of the single record if they wish to. 

Hope this helps.