User is unable to type in the Virtual Agent Chat after connecting with a Live Agent (Utah Version)

[Jessica-ts]

Hello! 

I'm working on Virtual Agent and after connecting with a Live Agent the user's input field is disabled, meaning that only the Live Agent is able to write in the chat.

What is the cause of this issue?

Thank you

[jessicatovar]

Have you tried the following?

1. Navigate to System Definition > Choice List.

2. Use the following filter:

   • Table | starts with | Interaction

   • Label | starts with | chat

3. Open the record and make sure the Inactive checkbox is unchecked

[Keszia]

That choice has been Inactive = false/unchecked since 2021 for us!