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Enhanced Chat / Now Assist – “Start New Conversation” (+) Disabled After Conversation Timeout

Louis Philippe
Tera Contributor

2 hours ago

Hi everyone,

 

We are using Now Assist in Virtual Agent with Enhanced Chat .

When a conversation times out , the chat session closes as expected.


However, we noticed that at the same time the “Start New Conversation” (“+”) button at the top also becomes disabled, which prevents the user from launching a new chat.

Here’s what happens:

 

  • Conversation reaches timeout → session ends

  • The input area is locked (expected)

  • But the “+” button is also grayed out / disabled

  • The user is forced to fully reload the page to start a new chat

Is this the expected behavior for Enhanced Chat or Virtual Agent in general?
And if so, is there any supported way to re-enable the ‘Start New Conversation’ action after timeout.

 

Any guidance on whether this can be configured—or confirmed as product-expected behavior—would be greatly appreciated.

 

Thanks!

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Eric Merkle
ServiceNow Employee
ServiceNow Employee

2 hours ago

Please submit a case that seems like a issue that should be fixed. you should always be able to create a new chat

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