Option to start a new conversation is not coming in virtual agent

[Srijan]

Option to start a new conversation is not coming in virtual agent. See below image: 

[Ankur Bawiskar]

Hi,

please check below links for help

https://hi.service-now.com/kb_view.do?sysparm_article=KB0696089

Did you try clearing instance cache using cache.do?

Regards
Ankur

[Mark Roethof]

Hi there,

Is this just not working for one particular topic or all? Or just for a topic which you reached through switchTopic()?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Srijan]

The issue got resolved when we reverted the greetings message to the default greetings in the general settings.

However, if we put our custom greeting message back the same issue re-occurs(i.e option to start a new conversation stops appearing).

[Ankur Bawiskar]

Hi,

I have configured customized greetings message but for me user is able to start new conversation.

Regards
Ankur

[Srijan · Accepted solution]

This issue has been resolved with the help of the solution mentioned in the below link :

https://community.servicenow.com/community?id=community_question&sys_id=dfe93b751b599090d01143f6fe4b...

instead of using switchtopic() in the greetings topic, we used topicDiscovery().