Chat input field is disabled after connecting to Live Agent

[Christian Stig]

I am currently setting up chat bot and live chat for our portal. The Virtual Agent seems to be working however when I try to connect to a Live Agent I get an error.

The chat starts with a greeting from the Virtual Agent but when a user tries to contact to a Live Agent the connection works fine however the "Routing you to a live agent..."-message does not disappear even though the user has been connected to a Live Agent and the input-field for the user is disabled, meaning the only one able to write in the chat is the Live Agent.

As I am currently setting this up I have impersonated another user to start the chat on the portal from Chrome and accepted the chat as myself in workspace from Edge.

What is causing this issue and how do I resolve it?

[Christian Stig · Accepted solution]

If anyone stumbles upon this issue the solution was to make sure that Inactive in a Choice it unchecked:

System Definition -> Choice List -> Interaction

Why it was checked in the first place is not clear to me

[SN Steve O]

Thank you for posting the follow up to a question you put out there. Saved me some time this afternoon!

[Kevin Tran]

Hi Christian,

Which choice value was it that you unchecked for Inactive?

[Christian Stig]

Hi Kevin

It has been a long time since I looked at it but I believe it was the one with the value = chat and Label = Chat and language = en. But I am not sure anymore and we are not using the chat anymore as far as I know and the value has been changed at our place since then. For what it is worth I hope it helps