Virtua agent : vaSystem.switchTopic('Topic name') not returning back to previous topic

[Rani11]

Hi All,

I am facing below issue when switching topic from one to another.

In "Topic 1" based on yes/No question switching topic to "Topic 2". System successfully switching to Topic 2 but once everything completed its not returning back to previous topic. I have tried below code but no luck. Can anyone faced the same issue and is there any way that we can resolve this issue? Kindly provide your suggestion.

Tried : vaSystem.switchTopic('Topic Name 2'); - Not working

Tried : 

vaVars.global_search_text = 'Topic Name 2';

vaSystem.topicDiscovery();

Even its not working.

Any clue?

Thanks,

[Bharath38]

Hey Mark,

I'm using vaSystem.switchTopicByName() to switch from one topic Check Ticket status to Escalate IT Ticket however system starts topic from beginning instead of taking the Ticket id from topic one and just escalate, do you know if we can pass input and read it in Escalate IT Ticket and system auto detects and escalate it directly ?

[Chris D]

I've not done it before, but I think your best bet would be to use Live agent chat context variables - you can define your own. In theory, I believe these should persist through an entire conversation, so if you set it in one topic, it should still be available in another topic (or, in their primary use case, available to the live agent).

You will probably need to add the context variable in the Properties of both topics. In Topic A, you'll need to set the context variable before switching topics, then in Topic B, you'll need logic at the start of the conversation to read the context variable and bypass the unnecessary parts of the topic flow.

If that doesn't work (I really hope it does), the other -rather hacky - option would be to write the data to a field on the current interaction record in Topic A then read the data in Topic B.

[Bharath38]

Hello Crhis,

This is exactly what I have done and worked, glad that you agree with same approach.

Thanks for the reply!

[Lynda1]

When I use this vaSystem.switchTopicByName('name of topic')

I make sure this is turned on in both topics

works like a charm every time.