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AI Agent closing conversation prematurely

Sest04503059
Tera Contributor

‎04-16-2026 08:56 AM

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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Eric Merkle
ServiceNow Employee

2 weeks ago

HI, did you by chance raise a case on this issue for the support team to look at? 

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