Admins and topic authors can enable Virtual Agent to discover topics for use in chats, include a topic in the list users see, or both. The topics can be setup topics and small talk topics.

Before you begin

Role required: virtual_agent_admin or admin

About this task

Virtual Agent Designer includes two options in the Active option of the header bar.

Figure 1. Active option menu
Options for managing active topics: included in topic discovery, and included in list of topics.

Admins or topic authors can use these options to manage the active topics as follows:

  • Include the topic in topic discovery.

    By selecting Included in topic discovery, admins or topic authors can enable Virtual Agent to discover the topic by using keyword or Natural Language Understanding (NLU) discovery.

    Note: If these methods don't generate search results, or Virtual Agent can't determine the appropriate conversation to display, use AI Search as a fall-back method.
  • Include the topic in the list of topics available for use.

    By selecting Included in list of topics, admins or topic authors can include the topic in the All Topics menu. The All Topics menu lists all of the topics available for use.

    To see the All Topics menu, first select Show me everything in the chat window.

    Virtual Agent chat window with Show me everything option.

    You should then see the All Topics menu.

All Topics menu in the chat window.

The options you select automatically update the corresponding property in the Topics [sys_cs_topic] table. For example, if you've enabled Included in topic discovery, the Is Topic Discoverable property in the Topics [sys_cs_topic] table is set to true.

Figure 2. Is Topic Discoverable option in the Topics table
Topics table view with Is Topic Discoverable and Is Topic Visible values highlighted.
Note: If the fields are not visible, you can configure the form layout to show them.

Procedure

  1. Create a Virtual Agent topic.
  2. Select the Active option in the header bar.
    Note: Selecting this option also publishes the topic.
  3. Select the options you want to use, or accept the default settings.
    Some options are enabled or disabled by default, based on the type of topic.
    Table 1. Default settings by topic
    Options
    Included in Topic Discovery Included in the list of topics
    Topics Enabled Enabled
    Setup topics Disabled Enabled
    Small talk topics Disabled Enabled
  4. Select Save.
  5. (Optional) Select Test to test the topic.

Result

Depending on the options enabled, Virtual Agent can discover the topic, the topic is included in the All Topics menu in the chat window, or both.