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Select Virtual Agent setup topics

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Select Virtual Agent setup topics

Select basic elements of a virtual agent conversation, such as the welcome greeting or fallback responses, for use in your Virtual Agent conversations. These reusable elements, called setup topics, are part of a standard conversation framework applied to all your conversations.

Before you begin

Role required: virtual_agent_admin or admin

About this task

The prebuilt setup topics, except for the Anything else and Survey topics, are automatically included in your conversations. To include the Survey and Anything else topics in your conversations, select them in the Setup Topics tab.

Each setup topic has a default message or response that Virtual Agent uses in your conversations, except for the Survey and Anything else topics. Each setup topic also runs at the appropriate spot in a conversation based on the context, keywords or utterances entered by the user, and also any conditions that you specify for the setup topic.

Setup topics run during a conversation as follows:
  1. Conversation beginning: Virtual agent presents the Greeting topic and the list of available topics (Virtual Agent capabilities) that a user can select.
  2. Conversation body (these topics can occur at different points in the conversation, depending on the context):
    • User requests help: Virtual agent presents the Explore help topic (Virtual Agent capabilities).
    • User enters a request or keyword that the virtual agent does not understand: Virtual agent presents the Fallback topic.
    • An unrecoverable system error occurs during conversation: Virtual agent runs the Error Handling topic, and then transfers the user to a live agent.
    • User requests a transfer to live agent: Virtual agent runs the Live Agent topic, which transfers the user to a live agent.
    • After a task or user request is completed: Virtual agent runs the Anything else topic to ask if the user wants to continue with another request or task.
  3. Conversation ending:
    • If the user does not want further assistance after a task or user request is completed, the virtual agent presents the Survey topic for feedback on the conversational experience.
    • After the survey, the virtual agent runs the Closing topic to end the conversation.

Procedure

  1. Navigate to Collaboration > Virtual Agent > General Settings.
  2. In the Setup Topics tab:
    1. Select the setup topic elements that Virtual Agent applies to your conversations, if different from the default setup topic listed. If you want the Survey and Anything else topics to run in your conversations, select them.
      Setup topic Description
      Greeting topic

      Starts the conversation by greeting the user and listing the items that the virtual agent can assist with.

      Example of Greeting topic in Virtual Agent web client

      Note: The collection of paredefined setup topics includes a personalized greeting topic, which welcomes the user by name. Choose the personalized greeting from the list of available setup topics.
      Survey topic

      Presents a survey to get user feedback on the conversational experience with the virtual agent:

      Example of Virtual Agent feedback topic presented in Virtual Agent web client

      Live agent topic Tells users that a live agent transfer is in process:

      Example of Live agent topic presented in Virtual Agent web client

      Explore help topic

      Enables users to ask for assistance during a conversation and view a list of items that the virtual agent can assist with (Virtual Agent capabilities).

      Example of Explore help topic presented in Virtual Agent web client

      Error topic

      Displays a generic error message to the user when the virtual agent encounters a problem that it cannot resolve (unrecoverable system error) and transfers the user to a live agent.

      Example of the Error handling topic and live agent transfer triggered by an unrecoverable system error

      Closing topic

      Displays a closing message to the user that ends the conversation:

      Example of Closing topic in Virtual Agent web client

      Fallback topic

      Displays a standard message to the user when the virtual agent cannot find a topic that matches a user intent or when it does not understand a user statement or keyword.

      Example: Virtual agent cannot determine topicExample fallback topic when the virtual agent cannot determine topic

      Example: Virtual agent does not understand user request or keywordExample fallback topics when the virtual agent does not understand user intent, request, or keyword

      Anything else topic

      Asks users if they want to continue the conversation with another request.

      Example of Anything else topic in Virtual Agent web client

      Note: To clear a topic selection for the Survey or Anything Else topics, click Please Select in the dropdown list for the topic.
    2. Click Save.
  3. To edit a prebuilt setup topic, click the Edit (Pencil) icon.
    The Topic Properties page for the setup topic opens in a new browser tab.
    1. Duplicate the setup topic to create a custom setup topic.
      Note: When you set the properties in the Topic Properties page for your topic, be sure to select the Setup Topic category in the Category field. Also, if you are using NLU, define an intent for the custom setup topic in an NLU model.
    2. Follow the steps for creating a topic. You can customize the topic, for example to change the topic message or prompt.
    3. Save your custom setup topic and publish it when you are ready to deploy it.
      Publishing your topic makes it available in the list of setup topics in the General Settings Setup Topics tab.
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