Virtual Agent Search Still Displays Hidden Catalog Items & Record Producers Make Non-Conversational

[ShantalaJ]

In my ServiceNow instance, I’ve marked specific catalog items and record producers as Make as non-conversational, but they continue to show up in Virtual Agent search suggestions. I need to completely hide these from VA, as they’re not meant for conversational use.

Has anyone faced this issue?
Is there an extra configuration or workaround to ensure these entries don’t appear in the VA experience?

[GlideFather]

Hi @ShantalaJ,

can you review the topic which returns the items and eventually try to include this into the conditions.
Another thing you can take a look would be the corresponding search profile in the [sys_cs_context_profile_search] table.

Let me know how it goes

[ShantalaJ]

Hi @GlideFather 
I didn't understand could please elaborate and put some light on make the non- conversational in VA is true still not working

[GlideFather]

@ShantalaJ 
Oki - in the Virtual Agent > Designer, locate the topic configuration that returns the record producers and check what are the conditions there.
I am not familiar with your configurations to tell you where exactly to take a look.

Another thing is the search profiles, check how it is set in your case and perhaps you can just edit the filtering options from there, I don't know it must be reviewed, but perhaps it could help.