Hi everyone,
I can't seem to find the reason why my topic does not work. I followed step by step the guide: How to configure and use Topic Blocks in Virtual Agent - Support and Troubleshooting. Nothing seems to solve the issue.
Basically, I want it to be able to search in the IT catalogue.
I would like to know how you can do this with the fall back topic too ?
@ilyassS
I can't tell if you are doing this from a PDI or a customer sub-prod instance.
I did a VA Academy recording on the relationship between AI Search Fallback and Fallback that might answer your question. Even if you are not using AI Search, but it's active in your instance, that activates an additional field in your custom greetings and setup. So the first step is to determine whether this additional functionality is active. AI Search> AI Search Status. In PDIs, AI search is not enabled or available for request.
AI Search is not active -incorporating search in "Fallback"
Let's say you're working in a PDI (so no AI Search), the delivered topic is "Fallback Topic." and there is an additional setup topic with search called "Search Fallback Topic." Swap that delivered "Fallback Topic." for "Search Fallback Topic"
You can test that out and see how that works for you. The delivered context sys_id is "Incident Deflection" so if you want to use a custom search context, duplicate the read only "Search Fallback Topic.", edit and then swap out your new topic in your default chat experience.
AI Search is active - AI Search Fallback, then Fallback
I did an academy recording of the relationship between these two topics: Improve the Virtual Agent fallback experience for better service in effect, the "AI Search -Fallback" topic is enabled for search, and then "Fallback" becomes a "what next?" option.l
Hope that helps,
Tricia
@ilyassS
When I re-create your example, I used the delivered Contextual Search topic block and I was able to get results. How did you customize the topic block?
When I test my topic, I get additional variables that missing in your test. I think it's your topic block.
The delivered contextual search topic block works with just catalog items as long as the search context sys id is a Catalog Only context. You may want to double-check your search context and searcher for any other conditions.
I hope that helps,
Tricia
