How to Remove or Customize "Are you sure you want to end the conversation?" Pop-up in Virtual Agent

[Violetta]

Hello colleagues,

I'm working on a customization for the Virtual Agent on the Service Portal, and I need your help.

When a user clicks the X button in the upper right corner of the Virtual Agent chat window, a confirmation pop-up appears with the message:

"Are you sure you want to end the current conversation?"

We would like to remove the pop-up, so that the chat simply closes without requiring confirmation.

I’ve checked the documentation and explored options such as:

• UI Messages
• System Properties
• Virtual Agent Widget configuration

However, I wasn’t able to find anything directly related to this specific pop-up.

I raised this with ServiceNow Support, and they confirmed that there’s no out-of-the-box setting to disable or configure this dialog and customization is required to change or remove the pop-up.

Has anyone implemented such a customization?
Any guidance or code snippets would be greatly appreciated!

Thanks in advance!

[Prasanna_Patil]

Hi @Violetta 

I think you need to customize it...

Go to widget and clone the widget. And then try replacing the client script with the below code

$scope.confirmClose = function () {

    $scope.closeChat();

};

[Prasanna_Patil]

Search for virtual widget

[Shubham_Jain]

@Violetta 

You can modify your existing script with below piece of code: 

// Directly close the chat without confirmation
closeChatWindow(); // or whatever the internal method is

Instead of below: 

if (confirm("Are you sure you want to end the current conversation?")) {
// close logic
}