Hello Team,
I have two requirements related to the Virtual Agent configuration and would like to share a status update along with an issue I need guidance on.
Requirement 1 – Custom Fallback Message (Completed)
I have successfully configured a custom fallback message by creating a topic and associating it under the sys_cs_context_profile table using the Fallback setup topic type. When the fallback topic is triggered, it is working as expected. Please refer to the attached screenshot for reference.
Requirement 2 – Live Agent Intent Trigger (Issue)
As per AC4, the requirement is: "Given the user enters a prompt containing phrases like 'live agent' or 'request live chat' or similar, the Virtual Agent should display an information card titled 'Need to connect with support?' which provides the following support options:
- IT Support: Chat with an IT Specialist anytime (available 24/7) or call IT Support
- HR Support: Submit an HR Request or call the HR Contact Center during business hours."
What I have configured so far:
- Created a custom topic with the "Need to connect with support?" information card associated with it.
- Added this custom topic under the Live Agent setup topic type in the sys_cs_context_profile table (visible in the attached screenshot as "Live Agent Card").
- Associated the topic with the relevant LLM Assistant under "Select LLM assistants to make topics available to them and any primary assistants."
Issue:
After the fallback message is displayed, when the user types "live chat" or "live agent", the custom "Live Agent Card" topic is not being triggered. Instead, the default "Talk to an IT Specialist" live agent topic is being triggered.
Additional Context:
There are multiple live agent topics configured in the environment, each associated with both LLM and NLU. It is likely that one of these existing topics is taking priority over my custom topic, preventing it from being triggered.
Could someone please guide me on the correct steps to ensure my custom "Live Agent Card" topic is triggered when a user types phrases like "live agent" or "live chat," instead of the default live agent behavior?
Thank you in advance for your support.
