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VirtualAgent stopped working in Microsoft Teams Chat

Ereana
Giga Contributor

yesterday

VirtualAgent stopped working in Microsoft Teams Chat

Ereana_2-1761269893397.png

When you say hi, they respond with, "We are experiencing technical issues and are unable to continue this conversation."

It was working until now, but suddenly an error like this started appearing.
Other colleagues have not had this problem.
It's just me.
I want to know the solution(´;ω;｀)

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2 REPLIES 2

Connectmustaq
Mega Guru

yesterday

Hi @Ereana ,

 

The error message "We are experiencing technical issues and are unable to continue this conversation" in ServiceNow Virtual Agent within Microsoft Teams, occurring only for you, often indicates a user-specific issue rather than a system-wide problem. Here are the most common causes and resolutions:

Possible Causes and Solutions

  1. User Token or Authentication Issue

    • Sometimes the user's authentication token may be corrupted or expired.

    • Resolution: Try signing out of Microsoft Teams completely, then sign back in and restart the Virtual Agent chat.

    • Alternatively, clear Teams cache on your machine or try from a different browser/device.

  2. Teams Permissions or Policy Restrictions

    • Your Microsoft Teams admin or policies may be blocking or restricting the Virtual Agent app for your user specifically.

    • Resolution: Contact your Teams administrator to check if your account has any unique app permission policies or restrictions compared to coworkers.

  3. User-Specific Profile Cache Issues in ServiceNow

    • A user profile caching or session mismatch in ServiceNow might affect your Virtual Agent session.

    • Resolution: Have the ServiceNow admin check user sessions or reset your profile cache on the ServiceNow instance.

  4. Custom Topics Permissions (for Guest/Linked Users)

    • If you are accessing as a guest or if the topics invoked are non-public, the VA might block the conversation for your user.

    • Resolution: Ensure the topics you use are public or that your user has proper roles/access.

  5. Known Issues and Workarounds

    • Sometimes the problem happens if a previous chat was not correctly ended or a "Cancel" button in the flow leads to a dead end. Typing restart in the chat might reset the conversation.

    • If that doesn't work, try to start a new conversation with hi or hello.

Recommended Next Steps

  • Sign out and back in from Microsoft Teams.

  • Clear Teams app cache or use Teams web client to check if issue persists.

  • Ask your Teams admin to verify App Permission Policies, especially under "Custom apps" for your user.

  • Check with your ServiceNow admin to review Virtual Agent user sessions and roles.

  • Try typing restart or hi in the chat to reset.

If these don't help, your problem is likely related to user-specific configurations. Error and activity logs from ServiceNow and Microsoft Teams admin portals would be helpful for deeper diagnostics.

Reference: Known issue for Virtual Agent in MS Teams with user-specific errors can be found in ServiceNow KB:   

please mark the answer as correct and helpful based on the impact!!

Kind Regards,

Shaik Mohammed Mustaq

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Bhuvan
Giga Patron

yesterday

@Ereana 

 

Follow below knowledge article to resolve the issue

 

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

 

If this helped to answer your query, please mark it helpful & accept the solution.

 

Thanks,

Bhuvan

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