question Re: Virtual Agent is not working as expected in Virtual Agent forum

Virtual Agent is not working as expected

AndreTella — Wed, 19 Aug 2026 20:13:18 GMT

Hi all,

I'm facing an issue where if I start a conversation in Production, there is an unwanted topic. I've searched but I could not find anything that relates to it. Even if I test the Active Topics under VA Designer, there works how its supposed to...

Scenario 1 (wrong):

Wrong scenario

Scenario 2 (right):

Right behavior

Re: Virtual Agent is not working as expected

abbasshaik4 — Thu, 20 Aug 2026 04:40:20 GMT

Hello @AndreTella,

Please refer to the link's below:
Virtual Agent fails to load - Support and Troubleshooting
OR
https://www.bing.com/ck/a?!&&p=3f505a3dced853d197eba27a01565f74c1b02398cc6b5d81bd70ff824948e83eJmltdHM9MTc4NzA5NzYwMA&ptn=3&ver=2&hsh=4&fclid=2ad603bb-e0b7-6d1a-08a9-1487e1066c99&psq=Virtual+Agent+is+not+working+as+expected+in+servicenow&u=a1aHR0cHM6Ly9zdXBwb3J0LnNlcnZpY2Vub3cuY29tL2tiP2lkPWtiX2FydGljbGVfdmlldyZzeXNwYXJtX2FydGljbGU9S0IxNTM0OTk2

If it is helpful, please mark it as helpful and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Abbas Shaik

Re: Virtual Agent is not working as expected

AndreTella — Thu, 20 Aug 2026 13:26:12 GMT

Hi @abbasshaik4

Both links don't work for my issue.

All greeting profiles are set to active, and the second link doesn't give me a resolution...

My issue is that in our production instance, the wrong toping shows up ("Please select..."), but it shouldn't . The chat session should start with the second image way ("Would you like...")