Virtual agent "i need more help" fails and second time and ends conversation

[ankitsharma_487]

Hi All,

In Virtual agent, when we search some item , it gives proper result with an option to "Show more on [searched itemName]" 

Upon selection"Show more on [searched itemName]"  it gives further results  from catalog and KB articles and give one "I need more help".
First time , when we select "I need more help" , it works well and gives us FALLBACK and option to select SOW me Everything.

But if we repeat the same above cycle for second time and select "I need more help" again, it directly ends the conversation which is abrupt.

I am not able to identify the topic/topic block. Please help me identifying it and way to avoid this abrupt ending .

Thanks
Ankit

[Alok Gupta5]

Hello Ankit,

You can check the virtual agent flow for this and modify according to your use. 

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,

Alok Gupta

[GlideFather]

@ankitsharma_487 check your topics eventually topic blocs. Go to Analytics to identify what it could be causing this...

[Lynda1]

I am guessing you copied the fallback template so you have your own fallback.

The What would you like to do now?  Is in the "Ask Helpful" Dynamic Choice.

We changed the "I need more help" to "I need live help".

This is in the define choices link within that module.

Then there is the decision tree, you need to ensure the flow is doing something when the user selects, I need more help.