Random guest chat

[castle11]

Hi,

We've had a random interaction/chat raised by Guest account. The transcript is as follows

[10:27] virtual.agent: Hi, I'm your Virtual Agent. Let me know how I can help you today.
[10:27] virtual.agent: What's your issue or request? Or take a look at what I can help with.
[10:27] virtual.agent: Show me everything
[12:52] virtual.agent: It seems you have left the conversation.

It was then somehow linked to an requested item that was logged 2 days before the chat. None of the agents did this manually and I can't see anything obvious in the logs. Does anyone have any idea what might have happened here?

[Harsha Pappala]

Hi @castle11 

we have multiple conversations like this now, did you track this back ?

[castle11]

It seems it was raised by an unauthenticated user so we disabled the public page to prevent unauthenticated users from using Virtual Agent.

This might help also:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0957288

[Harrymate]

If a guest user interacted with the Virtual Agent, ServiceNow might have attempted to automatically associate the conversation with the most recent RITM based on:

Cached user interactions before logging out.
Check:

The sys_cs_conversation.LIST table for session details.

Look at the sys_audit.LIST table to check if the system linked the chat to the RITM.

Verify Business Rules and Workflows related to interaction linking.

Possible Resolved i found in other logs:

If auto-linking is misconfigured: Adjust the Virtual Agent topic to prevent auto-linking unless explicitly confirmed by the user.

If a business rule is causing this: Disable or modify it to ensure correct linkage behavior.

If system behavior is unintended: Consider raising a ticket with ServiceNow Support for further debugging.