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.

[Swathi Sree]

Hi @rohansargar ,

But we were able to use VA in the mobile app while impersonating few months ago. But this issue is happening recently after the upgrade

[rohansargar]

@Swathi Sree,

Please refer this,

https://www.servicenow.com/docs/bundle/zurich-mobile/page/administer/tablet-mobile-ui/concept/mobile...

[Ravi Gaurav]

Hi @Swathi Sree 

This is expected. Virtual Agent does not work when you are impersonating another user. It is a platform restriction, not a configuration problem.

Why it happens:
When you impersonate, ServiceNow blocks certain features that depend on user sessions or chat channels, like Virtual Agent and Connect Chat. The impersonated session cannot open a valid chat connection.

What you can do:

• Stop impersonation and log in directly as the user, or ask them to test.

• If you only need to check their experience, create a test user with the same roles.

• To verify your flow logic, open Virtual Agent Designer → Test → Preview Mode and test it from your own account.

So this is not a bug. It’s just how the platform handles impersonation.