Hi All,
I’m facing an issue in Virtual Agent related to the “End Flow” button, especially in a pre-chat survey (attachment question type). When the user clicks End Flow during the survey, the flow restarts and displays from initial. After completing the survey and showing the “Thank you” message, the conversation gets stuck and does not proceed further. It is not routing to Live Agent, and also not triggering the fallback (case creation) logic when the agent is unavailable.
Expected behavior:
- On clicking End Flow, it should either: Redirect to Live Agent (if available), or (create case / custom topic)
- After survey submission, it should continue to the next step instead of stopping.
I'm using mostly OOTB survey flow with minimal customization
- Custom topic created for Live Agent + fallback handling
- Issue seems specific to attachment-type question where End Flow is visible
Has anyone faced this issue or knows how to properly handle the End Flow behavior in VA surveys?
Thanks in advance!
