Once the available agent clicks the accept button, the virtual agent chat automatically closed
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11-12-2024 12:37 AM - edited 11-12-2024 12:39 AM
Hi All,
We have encountered an issue in which the live chat automatically closed once the available agent clicks the accept button and its strange because it is happening to 2-3 users not all and once the user cleans the browser cache then it works fine and then again in a day or two, they face the same issue.\
Refer attached screenshot once live agent accepts the chat, they get this auto closed message.
Is there anyone who encounter the same issue or there is a documentation to fix this.
Thanks in advance.
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11-12-2024 01:45 AM - edited 11-12-2024 01:47 AM
Hi,
A client of ours has the same issue, we reported an issue and the dev team of Servicenow is working on it. ITs a know bug with no fix/workarround yet provided by Servicenow.
Only thing that worked for the agents was, when an Agent Chat is comming in, Close the web browser and quickly log in Servicenow and accept the chat.
I Recommend you to report an issue and refer to PRB1776097 and provide info such as, users, roles, wich browser etc..
Kind Regards,
Collin
