where is the "continue this topic" button configured?

pavithrajrs
Tera Contributor

‎02-04-2025 07:16 AM - edited ‎02-04-2025 07:21 AM

Hi,
We are experiencing the message "I want to be sure I got this right" is being triggered unexpectedly.

pavithrajrs_0-1738681032734.png

And also we referred this below document

(https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1554738)

which states that this message cannot be removed. However, can we at least modify the "Continue this topic" logic? Currently, when clicking this button, the conversation ends instead of continuing as expected.


Additionally, we checked the NLU score for this button, and it is not being predicted anywhere.

pavithrajrs_3-1738681423826.png

 

 

For reference, here are our Conversational Interface Chat Settings:
Please check the screenshot below. The "Default Fallback Kendra" is the custom fallback topic we created.

pavithrajrs_4-1738681511903.png

Could you please help us understand why this behavior is occurring and suggest any fixes? Let us know if more details or logs are required to debug this further.

 

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Juhi Poddar
Kilo Patron

‎02-04-2025 07:55 AM

Hello @pavithrajrs 

Referring this article 

"This is working as expected. We only show "Continue this topic" in two scenarios:
1. Mid topic discovery + UNSURE (intents returned but not sure which one to choose) => "Continue this topic?"
2. Mid topic discovery + UNKNOWN (no intents) => "Continue this topic?"

From debugging we can see the NLU is unsure. You cannot remove "Continue this topic" as this was a feature we added to solve another defect."

  •  The possible reason for conversation to end could be, no NLU intent supporting the input.
  • You can modify the string "Continue this topic?" from system properties "com.glide.cs.resume_current_topic_option"
  • Testing the utterance from the NLU workbench is not sufficient since it only shows intent results for the model that you're looking at instead of all the models. Need to replicate and look at the  open_nlu_predict_log response for the utterance "talk to a chat representative". 

Hope this helps!

 

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Thank You
Juhi Poddar

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