Virtual Agent flow is not working in Prod after being moved from dev instance using update set.

[praveen1231]

Hello everyone,

The Virtual Agent flow is not working in the production instance after being moved from the developer instance using an update set. Could you please review the image below to help address this issue? In the dev instance, the question "What is the best way to follow up with you?" presents static choices, such as email, phone, etc. When I select email or another option, it correctly displays a text box to enter the email or phone number. However, in production, it doesn't proceed to the next step to prompt for the email or phone number. It gets stuck at this point, loading continuously, and the only option is to end the conversation. Can anyone help me to resolve this issue. 

Thanks,

Praveen Rajan.

Respected ServiceNow experts,
If you have any insights, please share them with me to help resolve this production issue.
@shane_faber

@Amit Verma 

@Mark Roethof 

@Community Alums 

@Yasmin 

@D van Heusden 

[Amit Verma]

Hi @praveen1231 

To start with the troubleshooting, I will suggest you to check the topic from the Virtual Agent Designer first. You will be able to see the logs coming in as well the context variables.

Parallelly, you can check below links and see if anything helps :

https://www.servicenow.com/community/virtual-agent-nlu-forum/virtual-agent-gets-stuck-while-on-the-c...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0960818

Thanks and Regards

Amit Verma

[praveen1231]

Thanks for your timing @Amit Verma as you said log's are available 

Can you please correct me if am I wrong.

[Amit Verma]

@praveen1231 

Is it getting stuck here as well ? Did you see any errors in the logs ? Also, did you got a chance to check the links which I shared earlier ?

[praveen1231]

@Amit Verma

I haven't encountered any errors, and yes, I reviewed the link you shared. The default chat experience is active. I've also attached a new test case—could you please review it?