AI Agent closing conversation prematurely

[Sest04503059]

Hi everyone, 

I recently activated the Request Status AI Agent to allow users to check ticket statuses via the Virtual Agent (using Now Assist).

I am encountering an issue where the results differ depending on the interface. When testing via thePortal, the AI agent works as expected:

 
However, when testing via Microsoft Teams (or using the 'Test your Virtual Agent' UI action in the Now Assist settings), the agent ends the conversation prematurely every time:

Any ideas why the AI agent would behave differently across these channels ?

[GlideFather]

Hi @Sest04503059,

check your fallback setup. Navigate to Conversational Interfaces > Assistants > Chat feature
(the path is only orientational, I am not sure about it and I don't have access to any instance at this moment)

There you can set fallback as an incident creation, opening a new conversation, searching the internet, ... if you cannot find it, remind me here and I will try to search for it later

[Sest04503059]

Hi , 

Thanks for the quick response. However, I don't think this is a fallback issue.
The core problem is the disparity between the Portal and Teams. On the Portal, the AI agent works exactly as expected, allowing me to continue the conversation after displaying the tickets. But on Teams, the agent displays the ticket list and then immediately terminates the session, preventing any further interaction.