Can't restart Virtual Agent conversation when clicking "Click here to start a new conversation" in the Service Portal home

[vicnor]

Hi,

I've been posting this a few times now, but I really need someone to help with this. It's about the Virtual Agent.

On my account, when I am at the home page, the conversation restarts when I click in the text field "Click here to start a new conversation". The bot restarts and I get the welcome message as I am expecting.

My colleague gets this when clicking on "Click here to start a new conversation" (the conversation does not restart, just giving "-------"):

When they log in to my account (or impersonate) and test it, it works as expected... What can be the problem between our accounts? We're all in the same portal.. They don't get the last message "Thank you for using our support chat", which shall come from the Closing topic "Closing Conversation". I've checked their settings in Virtual Agent - General Settings, and it looks the same as mine.

Note: It always works when running it in the https:<myUrl>/$sn-va-web-client-app.do?sysparm_skip_load_history=true

The problem is when we are using it in the widget on the service portal home! Please help me check this. I've had a hard time to debug it, and I can't find what the problem is...

Any suggestions?

[vicnor]

Hi Mark,

Thank you for answering! I really need your help 🙂

Yes, when running the chat through https:<myUrl>/$sn-va-web-client-app.do?sysparm_skip_load_history=true it works as expected.

And yes, I am using the New York version.

When I run the bot in the widget on the home page https:<myUrl>.service-now.com/sp?sysparm_stack=no (clicking the little purple chatbot icon in the lower right corner) it doesn't work... The chat does not end with the Closing Conversation topic as I am expecting, and I can't restart it. It just gives med "----". To make it restart, I need to refresh the whole page.

I have also set the sysparm_topic=sys_id in the widget instance parameter also. And I have checked that I copied the sys_id from the sys_cs_toplic.list

So, why is it not working the same in both the interfaces as mentioned above?

[vicnor]

And just to clarify, all our branches in our custom made topic is connected to the "end" node. And as I understand it, it should then automatically switch to the Closing Conversation topic and end the conversation since I have set that in the Setup Topics?

[Mark Roethof]

In your image a double ---- is shown. This indicates to me, that a chat has ended, though also a next chat has ended. So something is started... though what?! Interesting... Is there maybe anything written to the logs? Can you check your va system tables if you see some kind of chat started on that date/time if you simulate this?

You do mention, when running https:<myUrl>/$sn-va-web-client-app.do?sysparm_skip_load_history=true it does work. Though through the VA widget Icon it doesn't. What exact URL are you calling through the VA widget Icon (I don't know if you left the widget out-of-the-box, used instance options for the URL)?
I mean if for example using a sysparm_sysid, can you strip this and test? Because https:<myUrl>/$sn-va-web-client-app.do?sysparm_skip_load_history=true does work you are mentioning.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[vicnor]

And just to clarify, all our branches in our custom made topic is connected to the "end" node. And as I understand it, it should then automatically switch to the Closing Conversation topic and end the conversation since I have set that in the Setup Topics?

[Mark Roethof]

Indeed. First the Survey topic, then the Closing topic.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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