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 Could you please check if you have used any syntax The "vaSystem.switchTopic()" (which is not documented and supported API) in your custom greetings topic by any chance. 

In OOB Greetings topics, you have a activity as "Topic Discovery" which uses the vaSystem.topicDiscovery() syntax. Similarly please check if you have any customized activity using vaSystem.switchTopic(). If so, replace, save, publish and re-test the topic. 

Reference link for the same issue : 

https://www.servicenow.com/community/virtual-agent-nlu-forum/end-conversation-button-related-issue-i...

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

Thanks,

Sujatha V.M.

[Nihanth Allada]

Hi Sujatha,

Thanks for your reply with details.I have gone through whole flow i didn't see any place where  vaSystem.topicDiscovery()/vaSystem.switchTopic()" is used.I am  using the the custom dynamic greeting topic  which is cloned from OOB dynamic greeting topic where topicdiscovery is not used.

screenshots attached for  reference

Regards

Nihanth Allada

[Sujatha V M]

@Nihanth Allada Since you have cloned, could be please set the "Included in topic discovery" to true and re-test it.  In OOB, its set to false. 

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

Thanks,

Sujatha V.M.

[Nihanth Allada]

Hi Sujatha,

Thanks, for your reply." Included in topic discovery" is set to true in the custom topic from the beginning and i am having the issue.

Regards

Nallada

Regards

Nihanth Allada

[Sujatha V M · Accepted solution]

@Nihanth Allada  Thanks for confirming troubleshooting the steps.

Please check below link and try the same incase you haven’t tried,

https://hishowcase.service-now.com/kb?id=kb_article_view&sysparm_article=KB1116734

Let me know if the link isn’t accessible. 

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

Thanks,

Sujatha V.M.