Enhanced chat - Is there anything else issue

[JaeggerLegane]

Hello all,

We recently enabled the Enhanced chat feature of Now Assist in VA and have an issue at the end of every conversation.

When a topic flow ends, the user is being asked "All done! Is there anything else I can help you with?"
However, no matter what we answer, it just repeats the same question endlessly:

The OOTB setup from a demo environment (without enhanced chat):

Our setup:

This issue seems to be specific to the Enhanced chat feature because when we turn that off, it works perfectly fine in the standard chat and the question is not even triggered.

Some questions:
1. Does anybody know where this anything else line is coming from and where we need to fix it?
2. Is it mandatory to configure an "Anything else" topic when you use Enhanced chat?

Thanks in advance for your help

[Younes1]

Hi,
I am experiencing the same issue

I did many tries to custom the anything else setup topic and did not help.

Anyone has any suggestions.

Thank you,

[Brian Bakker]

Please review my answer in this thread - https://www.servicenow.com/community/now-assist-forum/how-can-now-assist-va-chat-can-be-ended-no-quo...

[JaeggerLegane]

Hi Brian,

Thanks for your reply

I saw that thread but I don't see how shortening the closing timer solves this situation.

If a user answers "no" to the question "All done! Is there anything else I can help you with?" then I would expect to get a closing message instead of a repeat of the same question because the user will be stuck in a loop. Is there any way to then provide a closing message?

[Brian Bakker]

@JaeggerLegane 

There is no closing of chats in Enhanced Chat mode, only with Standard Chat. You can have multiple chats open in Enhanced Mode, and the chat ends by the default timeout after 2 hours.