End Conversation is disabled in the VA chat

[Nihanth Allada]

Hi ,

I am using the customized greeting in Virtual agent as welcome greeting and the entire flow includes a greeting along with next steps of the flow  to submit a ticket. The end conversation action is disabled/not accessible when using the custom greeting. When i revert back to the OOB greeting the end conversation is enabled and able to end the conversation. Could you please help me out with any workaround to resolve the issue.

Thank you for your time on this.

 

Regards

Nallada

[Sujatha V M]

@Nihanth Allada Please refer the support case link below, 

The "X" button to close the conversation disabled on a Virtual Agent Conversation

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0830737

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[Nihanth Allada]

Hi @Sujatha V M 

Thanks for your reply, I have gone through the KB article, Could you please help me  to validate which topic is launched as "vaSystem.switchTopic() or vaSystem.topicDiscovery()".

Regards

Nallada

[Sujatha V M]

That could be any of the custom topic that you might have created or is there any topic getting launched once the chat window is opened. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[Nihanth Allada]

Hi Sujatha,

I am using the custom greeting followed by text and input and then using the OOB contextual search topic.

Regards

Nallada