Link a topic recommendation to an existing Virtual Agent topic

Instead of creating a new topic from a topic recommendation, you can link it to an existing topic. This lets Virtual Agent know that you have a topic that addresses the recommendation.

Before you begin

Role required: virtual_agent_admin or admin

About this task

If you continue to get recommendations for an active topic after linking it, the topic probably needs improvement.

Procedure

1. Navigate to All > Conversational Interfaces > Virtual Agent > Topic Recommendations.
2. Select the info icon to open the overlay card for a topic that has a New status.
3. At the bottom of the overlay card, select Here's how to link to an existing topic.
   Select the link as shown in the following example.

   

4. In the dialog box, select a topic in the Find topic to link list.
5. Select Link topic.

Result

The overlay card shows that the recommendation is linked, as well as the date this occurred.

Figure 1. Overlay card for a linked topic

If a topic recommendation continues to appear in your analysis results after you linked it to a topic, you may want to revisit the topic to improve its effectiveness.

You can also unlink a topic recommendation from a Virtual Agent topic.