The list of all topics to appear on the first screen instead of click on Show me everything" button

Do Thanh Yen
Tera Contributor

‎05-30-2023 02:40 AM

Hello Community,

I want to be able to see all the topics without having to press "Show me everything" button in Virtual agent like bellow:

As is:

DoThanhYen_0-1685439326793.png 

ToBe:

DoThanhYen_1-1685439433757.png

Is it possible to config?
Any help would be greatly appreciated!
#virtualagent #topicpicker 

0 Helpfuls
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2 REPLIES 2

Chris D
Kilo Sage
Kilo Sage

‎05-30-2023 07:32 AM

No, but kinda.

You cannot automatically show all topics - the best you can do is set up to six Promoted Topics which will appear as buttons immediately above "Show Me Everything". For how-to, see Setting up chat experiences for Virtual Agent users (servicenow.com)

If it helps, you can have multiple chat experiences (i.e. based on user location, etc.), so if you have more than six topics (as is normal), you can show a different 6 topics for different users to cover your bases.

WillWitten
ServiceNow Employee
ServiceNow Employee

‎05-31-2023 08:58 AM

I agree with Chris D - there's no way to easily accomplish this, but Promoted Topics should allow you to accomplish similar functionality!

 

I would also note that if you have more than 6 topics, which as Chris mentioned is normal, showing a big choice list might be a less-than-optimal User Experience. I would suggest that you focus on Natural Language Understanding, as using that tool will allow for the best User Experience, where their natural questions are answered by the Virtual Agent!

 

Using NLU also allows VA to catch any utterances that don't match to an Intent-Topic pair with AI Search - Fallback. This is Leading Practice, as it opens up all avenues for the Virtual Agent to help your user solve their issue, making VA a one-stop-shop for Topics, Knowledge, and Catalog Items!