ServiceNow Virtual Agent (Now Assist) Not Ending Conversation and Repeating Prompts

[Abeer123]

Hello experts,

I’m currently working with Enhanced Virtual Agent (Now Assist) and facing an issue where the system does not properly recognize conversation closure. As a result, it continues prompting the user instead of ending the conversation gracefully, leading to a poor user experience.

I confirmed with ServiceNow Support that there is no available fix at the moment, and they recommended submitting this as an enhancement request.

I’ve created an idea for this here

If you’ve encountered similar behavior or see value in improving conversation closure handling, please consider voting or sharing your experience.

Thank you!

[vaishali231]

hey @Abeer123 

Thank you for sharing this.

I have observed similar behavior while working with ServiceNow Virtual Agent, where the conversation does not always terminate as expected and continues prompting the user even after a resolution is provided.

At present, there does not appear to be an out-of-the-box solution. As a possible approach, you may consider:

• Designing topics with an explicit End Conversation node
• Using context variables/flags to track completion state
• Adding a fallback or closing topic to handle termination
• Reviewing topic flows to avoid unintended loops

That said, this behavior would be better handled at the platform level to ensure a smoother and more intuitive user experience.

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If this response helps, please mark it as Accept as Solution and Helpful.
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Regards
Vaishali Singh