Virtual Agent greeting topic not working

User485076
Tera Contributor

‎05-02-2023 05:05 AM

Hi, 

I'm in the process of setting up virtual agent but I can't seem to get the greeting response to work. I keep getting the same message of 'There are no agents available at the moment', 'please try again later'. Even when I try to test a topic (any topic) in the designer I get the message. What am I doing wrong here? 

 

User485076_0-1683029084333.png

 

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Community Alums
Not applicable

‎05-02-2023 05:13 AM

Hi @User485076 ,

If the Virtual Agent greeting topic is not working in ServiceNow, there are a few things you can check to troubleshoot the issue:

  1. Make sure the greeting topic is enabled: In the Virtual Agent Designer, go to the "Greeting" topic and check if it is enabled. If it is not enabled, you will need to enable it to make it work.

  2. Check the trigger phrase: Make sure that the trigger phrase for the greeting topic is set up correctly. The trigger phrase is what the user needs to say to activate the greeting topic.

  3. Check the conditions: The greeting topic may not be triggering because the conditions are not set up correctly. Make sure the conditions are set up to trigger the greeting topic when the user starts a conversation.

  4. Check the language settings: If you are using a language other than English, make sure that the language settings are configured correctly. This includes the language settings in the user profile and the language settings for the Virtual Agent.

  5. Test the conversation flow: To test the conversation flow, you can use the "Test Conversation" feature in the Virtual Agent Designer. This will allow you to test the greeting topic and see if it is working as expected.

  6. Check for errors: If the greeting topic is still not working, check the ServiceNow logs for any errors or warnings related to the Virtual Agent or the greeting topic. This can help identify any underlying issues that may be causing the problem.

 

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User485076
Tera Contributor
In response to Community Alums

‎05-02-2023 05:34 AM

All looks fine Sandeep. There is no trigger phrase as this is what should happen as soon as the user opens a new chat. The 'Dynamic Greeting Topic' should display and say 'hello user...  ' etc 

 

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Anshul Agarwal
Tera Expert

‎05-02-2023 06:59 AM

Do you have a NLU model trained and published? It appears VA is going to fallback which is probably set as Live agent for you.

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User485076
Tera Contributor
In response to Anshul Agarwal

‎05-02-2023 07:08 AM

Hi Anshul, 

How do I check this?
Where can I see what the chat fallback is set to?

 

Thank you!

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