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.

[Andy54]

Hi Chris D, many thanks for the answer! 

Possibly I do not understand where to use it, but most of the conversation is handled in the custom greetings topic (thats how it was designed before me), so I do not exactly want to switch a topic, I want to stay in the greetings topic, but at the same time provide the option to end the conversation. 

[Chris D]

So you are saying that instead of creating separate topics for VA, you're just doing everything in the Greetings topic? This seems like a questionable design.

I think I see what you mean now - if I run the Greetings topic, I can't end the conversation either - ServiceNow must have it disabled on Greetings topics for some reason (presuming that the Greetings is just a jumping off point for other topics and shouldn't need to be restarted...). I'm not sure you'll be able to get around that.

What is the reason that users would have a need to restart in your Greetings?

[Andy54]

Hi Chris, I managed to create a workaround. I basically created a new setup topic (it seems that this type of topic has it disabled) as greeting which is calling my former greetings topic. The way of implementation is indeed questionable, unfortunately I was only called to fix it, so no idea why it was done this way. Thanks for the reply nevertheless! 

[JordyZ]

Hi @Andy54,

I'm not sure if you're active still, since this post was from 2022. But I'm having the exact same issue. Could you share how you made the new setup topic that calls the former greetings topic? 

Cheers!

[Nihanth Allada]

Hi @JordyZ 

Are you able to get any solution for the above. I am on the same situation where i have added the custom greeting topic and i am unable to end the conversation as it is disabled,If i revert back to OOB topic the end conversation button is active and able to end the chat.

Regards

Nallada