Live agent chats are closed abandoned automatically

[Bhumika_Patil]

Many chats are being disconnected automatically without action of the agent or the use and are showing as Closed Abandoned. There is a field in the Interactions called State Reason. I have some chats that are randomly in the State Reason "Error"

This is the message the user can see in the chat:

Virtual Agent: I am having technical issues and will not be able to continue this conversation

[SupriyaWaghmode]

Hello @Bhumika_Patil ,

Please check below article from ServiceNow

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0967379

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0826333

https://www.servicenow.com/community/developer-forum/how-to-solve-i-m-having-technical-issues-and-wo...

https://www.servicenow.com/community/virtual-agent-nlu-forum/virtual-agent-always-returns-quot-i-m-h...

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Thanks & Regards ,

Supriya Waghmode |ServiceNow Consultant

www.linkedin.com/in/supriya-waghmode