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

[Brian Bakker · Accepted solution]

@JaeggerLegane

I spoke to the Dev team, and they did agree that the message could be improved by not making it a question.

[JaeggerLegane]

Thanks for the followup Brian, really appreciate it.

In the meantime I had indeed edited the sys_ui_message for the question and rephrased it to avoid confusion so that people don't answer "no" (which repeats the question otherwise).

[banditapani]

Hi @Brian Bakker ,

I am a related issue. when many users start chating with my agent at a time, it stops responding.  Is there anything i am missing? this looks like a critical defect or a miss because in ideal scenario any number of users should be able to consume the AI agent. 

Regards

Bandita

[Brian Bakker]

@banditapani 

Please raise a case with Customer Support, so that we can investigate this performance issue with NAVA.