Unable to Start Virtual Agent Conversation While Impersonating a User

[Swathi Sree]

Hi,

I’m currently unable to start a conversation through the Virtual Agent while impersonating another user. A popup appears when I attempt to open the Virtual Agent — please find the attached image for reference.

Could you please look into this issue and help me resolve it?

Thanks in advance for your support.

[Nilesh Pol]

@Swathi Sree please verify with login with user credentials who has required role and access instead of impersonation.

[Swathi Sree]

Hi @Nilesh Pol ,

The impersonated user has all the required access and roles

[Nilesh Pol]

I do not mean to impersonate a user: you can log out the current session and login with another user having required roles.

[rohansargar]

Hello @Swathi Sree,

When you impersonate a user in ServiceNow (whether in browser or mobile app), the platform restricts certain features, particularly those involving chat sessions, authentication, or personalized data exchange, to prevent data leaks or incorrect context switching.

Virtual Agent (VA) runs in a real-time chat session tied to the authenticated user, it can’t operate while impersonating. The impersonation mode doesn’t allow initiating VA sessions for another user, as that would mean mixing identity and session contexts.

If my response helped, Please mark it as helpful,

Best Regards,

Rohan