Vitrual Agent - return to "Anything else" after topic completes

[Bernard Esterhu]

I am testing the Virtual Agent to better understand the flows. 

I have configured my own custom Greeting setup topic, that redirects to a topic I created. I have also configured my "Anything else" setup topic for testing. 

What I expect to happen is that my Greeting topic is launched, it redirects to my custom topic, and when that topic ends, the VA is directed to "Anything else". However, the VA just stops at the end of my custom topic. 

Is my understanding that "Anything else" is called whenever a topic reaches the "End" position incorrect? I need some default action/topic whenever any of my topics reached the "End" position.

Greeting

Custom topic:

[Bernard Esterhu]

I'm not making use of NLU, because we are using a custom built Large Language Model topic to route to topics (using the language model) instead of NLU. I think this might be what is causing the issue. Could it be that the rerouting to Anything Else only works automatically via the NLU system, and because we are not using that the topic does not route to Anything Else when reaching End?

[Chris D]

No, the Anything Else setup topic is used regardless of NLU.

You didn't confirm it explicitly, but you did set the Anything Else setup topic in your Custom Greetings & Setup, right?

Can you try something and - for testing - just use the ootb Greetings topic and start a topic with that (topic picker is fine)?

I wouldn't think Anything Else would be dependent on it, but we gotta troubleshoot and narrow it down.

Is the conversation (sys_cs_conversation) ending after the "End" of your main topic?

[Lynda1]

There is nothing after the User Input. With what you stated, it sounds like it does not know what to do after the user input for it to come back and end the conversation for the anything else to invoke.

I have a few topics, that I tell VA where to look for what the user entered in the User Input, then I have a response component with the data. 

Since your topic is not getting to the Anything else, it seems like it does not know what to do with the user input data so it never ends to get to the anything else.

[Vibhor2]

We have observed that with new Now assist assistant Anything else is not triggering after every topic. Some times it directly go to Survey. is it right assumption that anything else topic will trigger every time if a topic completes.

Regards,

Vibhor

[Lynda1]

We only have a POV environment for Now Assist and I had to see what it does when a Topic runs. Anything else did not return, just the feedback.  Interesting!!!

I have nothing in the Anything else, here is where you go to set that.

Conversational Interfaces / Assistants
Select Assistant
Chat Experience
Settings Type - Select Advanced

This is where the Now Assist VA is configured