How to manually end a conversation

[Yasmin]

Starting to use the VA in a new environment (sandbox) and when trying one of the ootb topics, it attempts to search the knowledge base but no response is returned. Now the conversation is stuck and there are no options to end the conversation or reset the VA so that we can start a new conversation and continue doing testing. Any ideas what can be done when there are no visibible options to end the conversation? See image below:

[Kenton Dover]

The keyword "bye" can be used to end the conversation. 

[Yasmin]

Thanks Kenton. In this case, the text input is disabled, so we couldn't enter any text commands. The icon at the top was also disabled so couldn't click it to end the conversation. 

[Kenton Dover]

I have seen some cases where the conversation faults and then the bot will not let you interface with it. When this happens I refresh the page and normally it starts working again. You could also impersonate someone to make sure the bot is just faulted with your account. 

[Marcelle Howard]

Yasmin,

It sounds like two things possibly going on here - KB search and Setup Topics. You'll first want to duplicate any OOB topics you plan to use, and apply edits/modifications to the duplicate topics only. If you are on a NY instance, I would validate the script to call the KB search is accurate and able to return results. For Pay Discrepancy, the KB search in the VA conversation designer uses keywords to return the articles. If you have NLU enabled, you will want to make sure you select 'Enable NLU at Input Node' for user inputs. Secondly, you may also want to check that your Setup Topics are invoking to close the conversation. If you are using OOB topics, these automatically call to the Setup Topics such as Fallback, Error, Anything else, and Closing topics. I would make sure those are working properly in another topic. 

Thanks,
Marcelle