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?

[Mark Roethof]

Hi there,

Did this solve your question? Or do we need to follow-up on this?

Please mark this answer as correct if it solves your question. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

Kind regards,
Mark

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[vicnor]

Hi Mark,

We managed to fix the problem by adding https:<myUrl>/$sn-va-web-client-app.do to the url field in the virtual agent service portal widget, instead of adding sysparm_topic=sys_id.

We followed the last step here, but it did not work: https://docs.servicenow.com/bundle/newyork-performance-analytics-and-reporting/page/administer/virtual-agent/task/configure-watson-assistant-topic.html

"Configure the Service Portal widget by clicking the edit (pencil) icon in the upper right corner of the Virtual Agent widget.

To set the default topic using the widget instance parameters, enter sysparm_topic=sys_id (where sys_id is the sys_id of the published IBM Watson Assistant topic) in the Virtual Agent Client URL Parameters field, and click Save."

As said above, it did not restart the conversation. It gave us "---".

But now it works! Thank you for getting back to us!

BR,

Victoria & Philip

[mounika26]

hi vicnor ,

Can you help how to achieve this how to enable the "start a new conversation'.i tried all possibulites' but nothing got work out i given setup topic as my custom topic .please help to fix this issue .

i post the question in portal. i did not got any reply.this

https://community.servicenow.com/community?id=community_question&sys_id=85a3f81a1b557410aefc11751a4bcbcf