How does everyone troubleshoot issues with Virtual Agent Conversations?

[Mary Beth Hutch]

Virtual Agent is out there, doing its thing, and occasionally tells a customer "I'm having technical issues and won't be able to continue this conversation" - how do you all troubleshoot this? Im struggling to make sense of the conversation tasks and messages. Does anyone know of an effective way to decipher what actually caused the issue?

EDIT: I should have stated that I cannot reproduce the error in my lab environment!

[Mark Roethof]

Hi there,

When getting the message "I'm having technical issues and won't be able to continue this conversation", almost always there's valuable information in the system logs.

So where to troubleshoot? System Logs.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Mary Beth Hutch]

Thank you I will do that!

[Mark Roethof · Accepted solution]

If you can reproduce it, ofcourse what nilimadesai is a good approach, using the reviewer. Though if this is just on production out of the blue, no clue yet how to reproduce: just the System Logs will do in most cases. You just need that if this happens, the user reports it as quickly as possible and with a certain timeframe mentioned. Else you would have to search in the logs.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Mary Beth Hutch]

You were right - there are many errors and I am on track!