Issue with rovo trigger

[Marco CONDEMI-POLIMENI]

Hi Rovo Community,

I'm hoping for some advice on writing a scenario trigger. I've built a scenario that is intended to be a "catch-all" for any question related to a specific internal system, which I'll call "ProTest".

My Setup:

1. Scenario: A single scenario dedicated to answering all "ProTest" questions.

2. Knowledge: The scenario is linked to a Confluence space containing a detailed User Guide and FAQ for the "ProTest" system.

3. Goal: When a user asks any question about "ProTest" (from "What is it?" to "How do I do [X]?"), this scenario should trigger and use the Confluence content to answer.

The Problem:

The scenario isn't triggering reliably. When I ask broad questions like "What is ProTest?" or "Tell me about ProTest", the agent gives a generic "I don't know" answer or tries to answer from its general knowledge. It's completely ignoring the scenario.

It seems to sometimes work for very specific questions, but it's failing on the broad ones, which is the opposite of what I'd expect.

My Trigger Configuration:

I tried to follow the "Write Triggers Like a Pro" guide, including a detailed description, positive examples (broad and specific), and negative examples. Here is the trigger:

Trigger this scenario when: A user asks any questions about our internal 'ProTest' system. This includes, but is not limited to, questions about:

• How to perform specific actions in the system

• The specific user guides for different roles

• System functionalities (e.g., navigation, reporting tools).

• Where to find the 'ProTest' user guides, the FAQ, or the vendor training.

• How to get technical support (e.g., via the support portal).

• What 'ProTest' is.

## Positive examples:

• "What is ProTest?"

• "Can you tell me about ProTest?"

• "ProTest guide"

• "How do I create a new request in ProTest?"

• "What are the steps for a Reviewer to approve an document?"

• "Where can I find the user guide?"

• "I have an issue with a request, how do I get support?"

## Negative examples:

• "What is our company's overall purchasing policy?" (General policy, not the system)

• "How do I submit my timesheet?" (Unrelated system)

• "Can you help me find a supplier for laptops?" (A request to do the action, not about the system)

• "Who is the head of the purchasing department?" (General organizational question)

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 Given that I've included broad positive examples like "What is ProTest?" and "ProTest guide," why would the agent still fail to trigger this scenario and default to a generic "I don't know" response?

Is there a better way to structure this trigger to make it a true "catch-all" for this topic? Am I missing a specific setting, or does the agent's general knowledge somehow override a scenario trigger if the query is too simple?

Any advice or examples of how you've handled similar "topic-specific" scenarios would be greatly appreciated!