Topic Recommendations cards

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Topic Recommendations Cards

    Topic Recommendations cards provide a visual representation of the status of topic and intent recommendations within the Virtual Agent. These cards facilitate easy tracking and management of recommendations over time.

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    Key Features

    • Card Status: Each recommendation card indicates its status, which helps you identify actions needed:
      • New: Topic or intent not previously added to Virtual Agent (dark gray border).
      • Active: Topic or intent added and published (green border). Recommendations for improvement may appear.
      • Inactive: Topic or intent added but not published (light gray border). Recommended for publication.
      • Hidden: Topic or intent not added but marked as hidden.
    • Overlay Cards: Clicking a recommendation card displays an overlay with detailed insights, including:
      • Time taken for Virtual Agent to resolve an intent.
      • User engagement methods (e.g., phone, email).
      • Assignment group handling the ticket.
      • User languages interacting with support.
      • Completion graph of the topic over time (for active topics).
    • Application of Recommendations: Options to act on recommendations include:
      • Add a new topic to Virtual Agent.
      • Link to an existing topic.

    Key Outcomes

    By utilizing Topic Recommendations cards, you can effectively manage and optimize your Virtual Agent's topics and intents. This leads to improved user engagement and support efficiency, ensuring that your Virtual Agent remains effective and relevant.

    Recommended topic and intent cards display the status of the recommendation, allowing you to track them more easily over time.

    Card status

    Topic and intent recommendations appear as cards. The status lets you know what action has been taken, if any, for each recommendation.

    Figure 1. Example intent recommendation cards
    Intent recommendations with various statuses.
    Table 1. Topic and intent card statuses
    Status Description
    New Topic or intent has never been added to Virtual Agent.

    Cards with New status have a dark gray border.
    Active Topic or intent was added to Virtual Agent or linked to an existing topic and published.

    Cards with Active status have a green border.

    If you keep getting recommendations for an Active topic, it probably needs improvement.
    Inactive Topic or intent was added to Virtual Agent but never published, or it was linked to an existing, unpublished topic.

    Cards with Inactive status have a light gray border.

    If you keep getting recommendations for an Inactive topic, take steps to publish it and make it active.
    Hidden Topic or intent was not added to Virtual Agent, but it was marked as hidden from the aggregate view and has a status of Hidden.

    Overlay cards

    To get more details about a pre-built topic or user intent, select the recommendation card, and then click the info icon to open an overlay card.

    The overlay card includes a description of the pre-built topic or user intent and the following information, which can provide insight into why the topic or intent was recommended.
    Label Description
    Per contact, VA could save How long it takes for Virtual Agent to resolve an intent (displayed in minutes).
    How they contacted you The way in which users engaged with support. For example, phone or email.
    Who handled the ticket The assignment group.
    Language The languages of users interacting with support for this issue.
    Topic completion Graph that shows a snapshot of topic completion over a window of time. This information displays for active topics only.
    Status area
    This section displays one of the following statuses.
    How to apply this recommendation Suggestions for an unused recommendation.
    You can do one of the following:
    Added topic recommendation Displays the name of the topic that was added for the recommendation, as well as the date when it was added.

    Click the open link icon Open link icon. to view the topic in Assistant Designer.
    Linked topic Displays the name of the topic that was linked, as well as the date when the recommendation was linked.

    Click the open link icon Open link icon. to view the associated topic in Assistant Designer. You can also unlink the topic from the recommendation.
    Figure 2. Example overlay card
    An overlay card for a topic that has not been added but can be linked to an existing topic.