Link a topic recommendation to an existing Virtual Agent topic

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Instead of creating a new topic from a topic recommendation, you can link it to an existing topic. This lets Virtual Agent know that you have a topic that addresses the recommendation.

    Antes de Iniciar

    Role required: virtual_agent_admin or admin

    Por Que e Quando Desempenhar Esta Tarefa

    If you continue to get recommendations for an active topic after linking it, the topic probably needs improvement.

    Procedimento

    1. Navigate to All > Conversational Interfaces > Virtual Agent > Topic Recommendations.
    2. Select the info icon Info icon. to open the overlay card for a topic that has a New status.
    3. At the bottom of the overlay card, select Here's how to link to an existing topic.
      Select the link as shown in the following example.

      Select the link at the bottom of the overlay card.

    4. In the dialog box, select a topic in the Find topic to link list.
    5. Select Link topic.

    Resultado

    The overlay card shows that the recommendation is linked, as well as the date this occurred.
    Figura 1. Overlay card for a linked topic
    The overlay card displays link information at the bottom. It reads, "Linked topic - ITSM - Request - Software - Install," as well as the date it was linked.

    If a topic recommendation continues to appear in your analysis results after you linked it to a topic, you may want to revisit the topic to improve its effectiveness.

    You can also unlink a topic recommendation from a Virtual Agent topic.