Issues with Now Assist in Virtual Agent on Engagement Messenger (Session Reset & Agentic Workflow No
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52m ago
Hi everyone,
I’m currently implementing Engagement Messenger on a page built with UI Builder.
A button on the page launches Engagement Messenger, and within the messenger, Now Assist in Virtual Agent is successfully activated.
However, I’m facing two issues and would appreciate any insights or solutions.
Issue 1 — Conversation session resets when switching browser tabs
When chatting with Now Assist inside Engagement Messenger, if I switch to another browser tab, the active session is suddenly terminated and the conversation resets.
Is this expected behavior? If not, is there any configuration to keep the session alive when the user navigates away from the tab?
Issue 2 — Agentic Workflow does not trigger (Default VA Workflow is used instead)
When using Now Assist in Engagement Messenger, it always calls the Default VA Workflow, not the Agentic Workflow I created in AI Agent Studio.
I confirmed from the Execution Plan table that the AI Agent is being invoked correctly, but the system never triggers the Agentic Workflow.
I also reviewed and attempted the solution mentioned in the similar post below, but it did not resolve my issue:
If anyone has encountered similar behavior or knows what configurations I might be missing, I would greatly appreciate your help.
Thanks in advance!
