Virtual Agent widget disappears from Employee Service Center

[KarolyG]

Hello all,

I could not find information regarding the below issue, hope someone has experience with how to deal with the following:

Virtual Agent is enabled on the instance, it is to be used through the Employee Service Center. The widget is there all right but only until the user searches something in the How can we help? box. 

The search results are listed on a new screen but the VA widget disappears at this point and does not get back neither if we hit the Home link nor if we click the go back button on the browser. Only a page reload brings it back.

Any way to prevent this from happening?

Thank you,

Karoly

[KarolyG]

So is there a way to find out what causes that container change its attributes?

Maybe I should dig deep into the widget?

Thanks,

Karoly

[Muralidharan BS]

Hi KarolyG,

Have you configured the VA to appear on the Service Portal? If you use Agent chat then you don't have to worry about the VA widget. If you are using VA widget then try to revert to base version. 

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Go to Service Portal > Agent chat to configure this. 

[KarolyG]

Hi Murali,

Thank you for the reply.

Yes, it is configured, almost like on your screenshot. I think is is the base version, you mean the OOTB one, right? I don't believe it was changed in any way.

Another observation I made is that when you enter your query in the How can we help? box and do not press enter but wait for the list of results and click on one of them, the VA widget does not disappear. It only does so when you hit enter on that input field.

Karoly

[KarolyG]

Hello Logan,

I've checked it on my PDI too, VA installed OOTB, ESC OOTB and the VA widget disappears all the same when I hit enter on the search field.

Karoly

[Logan Poynter]

Hello,

What version is your PDI? I cannot replicate this at all on a fresh San Diego PDI, using the same configuration you have. The only differences between your screenshot and what I have are the references to sn_hr_core which should not be causing an issue, but I will clone this and remove those references to see. 

Being on San Diego, I also see a EC Polaris portal configuration also active with an order of 1:

When you looked in your browser devtools previously, did you see any errors? I know you mentioned the div (which you would find under the Elements tab) but nothing about Console errors. 

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan
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