Unsupported Virtual Agent features in Conversational IVR

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • A few user input controls used in Virtual Agent Designer are unsupported in Conversational IVR - enabled topics.

    Unsupported Virtual Agent Designer controls

    Within the Virtual Agent topic flow, there are a few controls that are not supported for Conversational IVR.
    • User input controls:
      • Grouped Choice
      • File Picker
    • Bot response controls:
      • Image
      • Link
      • HTML
      • Multi-response
      • Script
      • Card
        Note:
        The Card control is supported but Conversational IVR will not read all the parts or elements of the card, if the card's subtitle contains incident numbers, request numbers, and so on, such as INC0001, RITM0001, HRC0001. IVR is configured to read only the number in such cases.
      • Table
      • Video

    Conversational IVR is designed to silently skip the execution of unsupported controls within the topic flow and to move to the next supported control for execution.

    The system is designed to provide warnings when you pick an unsupported control for your topic flow while crating the topic. For example, you can trigger a warning message by adding File picker to your topic flow for a topic that has IVR enabled.

    Warning messages for unsupported controls used in creating topic flows for IVR enabled topics.

    For information about the supported controls to be used for Conversational IVR, see Input Collector user input control.