AI Agent closing conversation prematurely

Sest04503059
Giga Contributor

3 hours ago

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:

Sest04503059_0-1776354531165.png

 
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:

Sest04503059_1-1776354619259.png

 


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

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GlideFather
Tera Patron

an hour ago

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

_____
100 % GlideFather experience and 0 % generative AI

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