Hi ServiceNow Community,
I’m working on a Virtual Agent use case where I need to display a user-friendly error message when a technical exception or API timeout occurs during a conversation.
Requirement:
If a Virtual Agent topic encounters an unexpected technical error, API timeout, or unhandled exception, I would like to display a fallback message to the requester, for example:
“An unexpected error occurred. Please try again later or contact our support team for further assistance.”
The requirement is to configure this as a system-level fallback so that the message is displayed whenever an unhandled technical error occurs, rather than configuring the error handling separately in every Virtual Agent topic.
Questions:
Is there an OOTB configuration in ServiceNow Virtual Agent to define a global/system fallback message for technical errors?
Can this be configured through Virtual Agent Designer / NLU / Conversation Settings?
If there is no OOTB option, what would be the recommended approach to implement this?
How can we specifically handle API timeout errors and unexpected bot exceptions and show a custom message to the requester?
I would appreciate any guidance, documentation, or recommended implementation approach.
Thank you
