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.

[Andy Lilly]

Yes totally agree, using switchtopicbyid is the way I now have everything setup

[Edward Scholes]

Hi Yashu,

A couple years later but wondered if you ever found the solution to this?

Exact same scenario - I can get the 'End chat' button to activate when I test within ServiceNow, but as soon as I use a direct link to the chat like in your example, the functionality stops working and the button remains disabled throughout the journey.

Thanks!

[Muralidharan BS]

Hi @Edward Scholes ,

That can be resolved by using a different parm in the URL, checkout this article where I explained it.

https://www.servicenow.com/community/virtual-agent-nlu-articles/enabling-end-conversation-button-in-...

Thanks