Agent Chat - Closing Conversation

[OS4]

Does anybody knows the architecture behind "Closing conversation" or how it works? Meaning:

When end-user initiate a chat, while waiting to be accepted by the agent, end-user decides to end the conversation using the "X" button on the VA portal widget - using ServiceNow OOTB widget that works perfectly fine. Knowing that, both Interaction and Work Item have been created at that point.

I have custom widget and when end-user clicks "X" (End Conversation) on the VA portal widget the record on the [sys_cs_conversation] table gets completed, so it does on [sys_cs_session_binding] table. However, on the [interaction] table the state still shows "New", and on the [awa_work_item] table it shows "Pending Accept" - and the pop up still getting displayed on the inbox. This custom widget is linked to the branding and the topic, respectively.  All in all, everything works fine except "Closing conversation" before agents accept the chat.

Any thoughts?

[Paul Curwen]

When this happens the Interaction record should update State to 'Closed Abandoned' and 'State Reason to 'Left Before Engagement'. The 'State' and 'State Reason' fields provides the details. 

The various OOTB process rules and how this works are all documented in the following links: 

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/interaction/refe...

https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/conce...