When Virtual Agent reply a catalog item in the response, I can only start request within the convers

[Lisa71]

When Virtual Agent replies a specific catalog item in the response, I can only see "start request" option within the conversation, if I click it, the VA will start catalog item within the conversation. But for some other catalog items, I can see there're two options, one is to "open form", the other is "continue in chat". Why? 

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[Tanushree Maiti]

Hi @Lisa71 

The behavior you’re observing is due to ServiceNow classifying catalog items as either conversational or non-conversational experiences. Catalog items that include specific UI Policies, Catalog Client Scripts, or custom variables are typically directed to the standard portal form.

"*If catalog items have a catalog client script then it will not work in conversation mode, instead it will display the link in a virtual agent."

Refer : KB2629004 Force catalog items to be non conversational on Virtual Agent 

            KB0953692 Not getting to submit catalog items from Virtual agent that have Catalog client script. 

[Lisa71]

All our catalog items have "false" in "make the non-conversational in VA" column, why some of them have two options, some not? THanks.  

[Tanushree Maiti]

Hi @Lisa71 

The system property glide.sc.conversational.request.question.limit

controls the maximum number of questions an item can have to be eligible for conversational ordering. 

If this property is set to -1  it forces all catalog items in your instance to be treated as non-conversational.

Refer: KB2629004 Force catalog items to be non conversational on Virtual Agent 

 All catalog items in the instance are being set as non-conversational even though only few are set