Adjust Virtual Agent X Icon to close conversations when clicked

[Sean Burton]

Hello, 

I am working with a clone VA widget. Is there an additional options I can add into the Client Controller so that when a user clicks the 'X' icon, to close the chat window, the chat conversation ends? Essentially I am trying to close the conversation if the user clicks X, then have a new conversation if they open the chat window again. 

[Mark Roethof · Accepted solution]

Hi there,

What you are describing is not an option.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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[nilimadesai]

Hi Sean, 

The 'x' to close a conversation appears on the top right corner of the VA popup where you currently see the '+' in your screenshot. 

There is an existing documented known error workaround as per KB0823092 which you may be running into that would cause the 'x' to not appear. 

Please review this known error article and apply the fix in case you confirm the same symptoms at your end. 

If I have answered your question, please mark my response as correct and/or helpful.

Regards,

Nilima

[joeyfrease]

Hi, sorry to piggy back on this topic.

Is there a way to change the X to maybe a - symbol or add hover text.  We've been asked to either sync the two functionalities together or indicate the true nature of the circle X which is to minimize the window.

[Chris D]

Not an option, but I figure if you want a challenge you could no doubt customize the widget and make it do that. I don't have advice on how to do that though... the only advice I'd give is that it's probably not worth it - maybe just lower your inactivity timeout (2 hours by default I think?) if you want to clear old conversations quicker 😄