Virtual agent chat interactions getting closed without any closing messages.

[Shree123]

Hello experts,

We have virtual agent chat bot set up in our environment.

While reporting , we came across certain interaction records' transcripts which weren't having any closing messages at all, which left the agents wondering how exactly those interactions were closed.
They weren't manually closed by users. As we don't see anything else topic rendered or asked for feedback.

If left idle, they should get timeout message and then the conversation gets closed.

But nothing that sort happened.

Here's the snapshot of chat transcript

Can anyone help.
@Community Alums 

[nataliya_b]

Could you compare xmls of interaction records for your issue case and with proper closing?

What workspace are your agents using?

[Shree123]

I'm using service operations workspace.

[nataliya_b]

thus issue is - user is not transfered to live agent and interaction record is closed and chat script does not have proper closing, right?

[Shree123]

Hi @nataliya_b  
Yes, that is correct.
Even though I could see the, 'state_reason' as 'no_user_response' there is no closing message. The timeout message didn't show up.