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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[Lisa71]

I just updated  glide.sc.conversational.request.question.limit to -1 (the original value is 10), however still some catalog items have two options "open form", "continue in chat". But some other catalog items can only continue in chat. 

[Tanushree Maiti]

Hi @Lisa71 

Are you using Now Assist?

Make sure the system property 'glide.sc.va.render_type.legacy' is set to true

(refer: KB1224510 How to open the conversational catalog items ordered through virtual agent in portal view )

KB2724974 Request Catalog Item' topic block is not functioning as expected in Virtual Agent.