Build small talk topics that enable your virtual agent to engage in casual
conversation with users. A small talk topic provides a response to a casual question that
users might ask during a conversation, such as the time or date. A small talk topic can
occur anytime within a conversation session and can be unrelated to the original
Small talk topics run in NLU conversations that enable users to temporarily switch
topics and return to the original conversation topic. Be sure to define the
corresponding intent for a small talk topic in an NLU model.
To see an example small talk topic, preview the predefined Time and Date topic,
listed in the Topics page of Virtual Agent Designer. This
topic displays the date and time to users, in a format based on their profile
setting. The ServiceNow Setup
Topics model defines the intent for this small talk topic.
Role required: virtual_agent_admin or admin
In the Topics page, click + Add a topic.
Follow the steps for creating
Note the following:
- When you set the topic properties in the Topics Properties page, set the
following NLU properties for the small talk topic:
||Model that defines the intent for this small
||Intent defined in the NLU model for this
small talk topic.
||Collection of topics to which this topic
belongs. For example, you can select the category
Small talk Topics.
|Resume topic flow
||Switch that enables or disables the option
for users to return to the original conversation
after changing topics during a conversation. Be
sure to enable this switch for small talk topics
so that users can return to the original
- When you complete your small talk topic, remember to publish it when you
are ready to deploy it to your Virtual Agent