Thank you for your feedback.
Form temporarily unavailable. Please try again or contact docfeedback@servicenow.com to submit your comments.

Duplicate a Virtual Agent topic

Log in to subscribe to topics and get notified when content changes.

Duplicate a Virtual Agent topic

To easily create a new topic, you can copy an existing Virtual Agent topic and customize it.

Before you begin

Role required: virtual_agent_admin or admin

About this task

Consider duplicating topics:
  • To use an existing topic, such as a predefined topic, as the basis for a new topic.
  • When you want to modify an active topic but also preserve the original topic for reference purposes or as a backup.

Procedure

  1. Navigate to Collaboration > Virtual Agent > Designer, and in the Topics page, click the topic to be copied.
  2. In the Topic Properties page, change the topic properties as needed.
    Field Description
    Name A unique name for the new topic.
    Description A brief description of the topic.
    Keywords A list of key phrases or terms that users enter to initiate the conversation with the chatbot.
    Note: You might need to change certain keywords depending on the goal or purpose of your new topic.

    If Natural Language Understanding is enabled, this field is not displayed.

    NLU Model

    [NLU only]

    The Natural Language Understanding model to be applied to the topic. The model contains the user utterances associated to the trained intents and entities that enable your virtual agent to understand what a user says.
    Associated Intent

    [NLU only]

    The intent, when recognized by the virtual agent, that launches this topic.
    Category Type of topic, used to identify and group related topics. For example, setup or small talk topics.
    Resume topic flow Switch for enabling or disabling the option for a user to return to the original conversation after changing topics during a conversation. Applicable to keyword or NLU mode.
    Condition A script that defines the conditions that must be met for running this topic. The regular expression must evaluate to true.
    Roles The roles that an end user must have to view and run the topic. Select from the available roles in the Roles list.
    Live Agent variables The Live Agent variables defined in Chat Setup. Select the variables that provide dynamic context (information from the Virtual Agent chat) transferred to a live agent.
  3. Click Save.
  4. Click Edit Topic flow.
    The Virtual Agent Designer canvas is displayed.
  5. To add a user input, bot response, or utility:
    1. Complete the properties for the node. For details on each control and the corresponding properties that you define, see User inputs, Bot responses, and Utilities.
    2. Click Save.
    3. To review the topic in the Preview window, click Preview.
      To display details on how each node in the flow is processed, click Show Log in the Preview window. For more information on using the Preview logs, see Debug a Virtual Agent topic
    4. Repeat adding the various controls, previewing, and saving until the conversation flow is complete.
  6. To delete a user input, bot response, or utility:
    1. Click the X in the upper right corner of the node.
    2. Confirm that you want to delete the node.
    3. Click Save.
    Note: You cannot delete a node that has a variable used by subsequent JavaScript expressions in the flow. A decision node can be deleted only when it has a single leaf branch.

What to do next

Publish the topic to deploy it to your Virtual Agent clients.
Feedback