Virtual Agent issue in Portal and how to locate the configuration

[Junyu]

Dear all,

I am creating a Virtual Agent through Agent Chat and put it in the specific portal, it works well.

But when I typed something in the search bar and go into a new page, the Virtual Agent icon in the lower right corner disappeared:

When clicking Chat, the Virtual Agent reappeared, and the conversation inside was completely different from (the one in Home page) what I had set up.

I would like to know how this effect is achieved and if I want to find out why, where should I go to locate this configuration?

[Mark Roethof]

Changing the conversation would not fix your issue of the Virtual Agent icon not visible?

Anyway, if it's just the conversation you are after:

Instance Option

Or

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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LinkedIn
Community article, blog, video list

[Junyu]

Can I find this topic in Virtual Agent Designer?

[Mark Roethof]

You just enter the topic you want in the Instance Option.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

---

LinkedIn
Community article, blog, video list

[Junyu]

Is the instance option here?

Is "Employee Help Request" a VA topic name? why I can't see it in VA designer? 

And I changed the VA name but it was still the default topic. How can I toggle it to another topic?

[Junyu]

Hi @Mark Roethof ,

Do you know the next step?

Thank you.