Live agent chats are closed abandoned automatically
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‎03-26-2025 12:03 AM
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
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‎03-26-2025 05:45 AM
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
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