End Conversation button related issue in Virtual agent

[yashu1995]

Hi All,

We are using a topic in Virtual agent - Connect to Live Agent (IT)

on service portal when we connect to this topic users are able to see end conversation being available for them. Added screenshot

We want to connect to the same topic from a third party tool. so we are using the link 

https://instance.service-now.com/$sn-va-web-client-app.do?sysparm_skip_load_history=true&sysparm_topic=<topic_sys_id>

its working the topic is opening directly in a browser session. The problem we are facing here is END Conversation button is disabled here. User is not able to end session if they don't want to continue session.

Kindly help us if this issue can be resolved.

[Ct111]

Please check this KB article which highlights similar issue.

Try the workaround given here and let me know if this doesn't work

Mark my ANSWER as CORRECT and hELPFUL if it helps

Other links just for reference:

LINK1

LINK2

[Chris D]

Just fyi that article isn't fully accurate - there is no need to use topicDiscovery() if you know what topic to switch to - it's a waste of NLU resources and only adds unnecessary overhead and potential for (rare NLU) failure.

Back in Paris or Quebec, ServiceNow introduced vaSystem.switchTopicById([topic sys_id]) which is the best way to switch topics now.

This is documented in Virtual Agent scripts (servicenow.com):

vaSystem.switchTopicById()

Enables the user to jump from the current conversation topic to the specified topic ID. The X button is available, so that the user can end the conversation. After the topic ends, the user resumes the global topic. When the conversation ends, the user can click to restart.

[Andy54]

Hi Yashu, we have customized greeting topic and I am facing the same issue. We would want the user to have the option to End the conversation anytime during the greetings topic. However when I am trying any of the mentioned solutions (topicdiscovery or the switchTopic methods) within the greetings topic I am getting error messages. Did you manage to resolve the issue?

[Chris D]

As I mentioned in a reply above, use vaSystem.switchTopicById([topic sys_id]) if you know what topic to switch to. topicDiscovery() is only needed if you explicitly need to use NLU.

This is documented in Virtual Agent scripts (servicenow.com):

vaSystem.switchTopicById()

Enables the user to jump from the current conversation topic to the specified topic ID. The X button is available, so that the user can end the conversation. After the topic ends, the user resumes the global topic. When the conversation ends, the user can click to restart.