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Description

Virtual Agent Survey topic does not trigger after every single conversation. The occurrence of the topic after a conversation seems random. 

Release or Environment

ALL

Cause

The system survey topic is referencing the 'com.glide.cs.survey.probability' system property to decide whether or not the post-chat survey should be displayed. Out of the box, this value is 0.33 which means it shows only 1/3 of the time. 

 

Resolution

If you want it to show every single time a conversation ends, go to sys_properties table and find the com.glide.cs.survey.probability property.

Set the value to 1.0

This will ensure that after every conversation the topic is called and displays the survey topic. 

Additional Information

Select Virtual Agent setup topics

ITSM Virtual Agent

Article Information

Last Updated:2020-01-14 08:00:28
Published:2020-01-14