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Agent Chat Reject Reason

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cnharris1
Kilo Sage

‎04-25-2025 06:13 AM

Good morning developers,

I just have a quick question about agent chat that I'm not able to confirm in my personal dev instance for some reason.

 

If an agent rejects a chat, is it mandatory for them to put a reject reason or can they just reject the chat and not put in a reason?

Best regards,

 

cnharris1

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎04-25-2025 06:15 AM

Hi @cnharris1 

 

I don’t think so. I remember in my CSM training when I demoed agent chat, it was rejected without any reason being provided."

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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Dr Atul G- LNG
Tera Patron
Tera Patron

‎04-25-2025 06:15 AM

Hi @cnharris1 

 

I don’t think so. I remember in my CSM training when I demoed agent chat, it was rejected without any reason being provided."

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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cnharris1
Kilo Sage
In response to Dr Atul G- LNG

‎04-25-2025 06:18 AM

Thanks @Dr Atul G- LNG for the quick response!

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chetanlakshmi
ServiceNow Employee
ServiceNow Employee
In response to Dr Atul G- LNG

‎07-17-2025 10:11 PM

Do you know how to disable that pop up please when click on reject chat

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