End Flow button at the bottom right in Virtual Agent Chat.(only on attachment type question)

[Yathvika]

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!

[vaishali231]

Hey @Yathvika 

Attachment-type questions further complicate this due to asynchronous handling, where the flow context is not properly resumed after termination.

 Approach

1. Avoid using OOTB “End Flow” in surveys

Do not rely on this button for routing or continuation logic.

2. Add explicit routing after survey completion

After the “Thank you” message, ensure there is a next step defined, for example:

Decision node:

If agent available - Transfer to Live Agent

Else - Trigger fallback (create case / custom topic)

3. Replace “End Flow” with controlled options

Instead of End Flow, provide user choices like:

“Continue to Agent”

“Submit and Exit”

Handle these options explicitly in the topic flow.

4. Handle fallback logic explicitly

Do not depend on system fallback. Invoke your fallback (e.g., case creation) directly within the topic using a decision/action node.

 Additional Note (Attachment Question)

Attachment inputs may interrupt normal flow progression. If the issue persists:

Consider restructuring the flow to confirm upload before proceeding, or

Use a custom topic instead of OOTB survey for better control

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

[Yathvika]

@vaishali231 - 
Actual routing to agent/ case creation is working as expected as I included my live agent support custom set up topic in greeting settings.
I just want to check from where this end flow option appearing for only the attachment type survey question and not for others.
As clicking on the end flow option is restarting the pre-chat survey again but after summary it is just staying after showing connecting to live agent and displaying a message from property.
Is there a way to continue it if user clicks on the end flow and proceed as usual like other survey questions.

[Yathvika]

@Muralidharan BS , @Sumanth16 , @harditsingh - Can I plz get help on this ?