Initiating Live Agent Session after chat session times out

[Andrew41]

Hello!

I'm trying to figure out something with our Virtual Agent. After I pushed a change (Personalized greeting/closing message) into production we noticed something strange. When an end users session timed out with our service desk analyst, they would type something in response to the "System closed session" text. This would then initiate another "Live Agent Support" session with a service desk analyst. The analyst would then accept the chat and begin the conversation with the end user, however whenever the end user would respond it wouldnt come through but instead initiate another chat session, etc..

Does anyone have any suggestions on where I can look to see why this is happening or how to fix it? Also, is this functionality out-of-box? I'm thinking that a browser refresh or cache dump would have bypassed this but I'm a little lost at the moment..

Any help or suggestions would be great, thanks!

Andrew

Here is where its failing..

Conversation times out:

Virtual Agent: The conversation is timing out, are you still there?

Virtual Agent: It seems you have left the conversation.

Virtual Agent: System has left the support session.

End-User: hey there (Initiates new conversation)

Virtual Agent: I'm having technical issues and won't be able to continue this conversation.

Virtual Agent: Thank you, I will now transfer you to a Service Desk analyst.

Service Desk Analyst: Thank you for contacting support.  I am looking into your issue and will be able to assist you shortly.

Service Desk Analyst: Test

End-User: test (Initiates 3^rd conversation)

Virtual Agent - I'm having technical issues and won't be able to continue this conversation.

Virtual Agent - Thank you, I will now transfer you to a Service Desk analyst.

Service Desk Analyst: Thank you for contacting support.  I am looking into your issue and will be able to assist you shortly.

End-User: test (Initiates 4^th conversation)

Virtual Agent: I'm having technical issues and won't be able to continue this conversation.

Virtual Agent: Thank you, I will now transfer you to a Service Desk analyst.

[Kenton Dover]

Very odd. Are you using the out of box live agent topic? If your users interface with the virtual agent through the portal then you can try to start the new conversation on load with 

https://<your-instance>.service-now.com/$sn-va-web-client-app.do?sysparm_nostack=true&sysparm_stack=no&sysparm_skip_load_history=true

See https://community.servicenow.com/community?id=community_article&sys_id=8fba850ddb6d3f84a39a0b55ca961... for more details. 

[Andrew41 · Accepted solution]

Hey everyone,

This has been resolved. We opened a HI case and discovered that this was addressed in Patch 9 (PRB1398071). After we applied the patch, the issue was resolved.

You can read more about it here: https://docs.servicenow.com/bundle/newyork-release-notes/page/release-notes/quality/newyork-patch-9....

Thanks!

-Andrew