Nothing is showing up in virtual agent.

Aditya33 · ‎03-07-2023

Hi Everyone

I was trying to create a custom branding record in VA and in doing so I did some wrong configuration and now VA is launching but nothing is showing up, no messages at all. VA shows me that there are "new message" but nothing is visible. I deleted a couple of open "sys_cs_conversation" records and open interactions for my user. I also tried running Timeout VA conversation job and it did nothing.

Any ideas, what could have caused this.

It was working before but after branding configuration, I have no idea why it stopped working. I am trying to revert it back to old configurations somehow.

Any help is appreciated.

Thanks!

Aditya33 · ‎03-22-2023

It was happening because of faulted conversation and when I deleted those it got fixed on its in some time.

View solution in original post

Denny6 · ‎03-07-2023

Hi, do you maybe used for va text and background during branding config the same colors? and only the system message color "New Messages" is still grey and visible?

Denny6 · ‎03-07-2023

You can also check the web browser console for any errors when opening the chat via button from portal. Maybe it is related to this KB article: When accessing Virtual Agent web client via Service Portal or Virtual Agent Designer, it will load a...

Aditya33 · ‎03-07-2023

Actually, when I am trying to test the custom greeting setup or any VA topic, nothing is showing up in Virtual agent when I click on test.

Denny6 · ‎03-07-2023

Check the setup topics for your new VA branding have you mapped setup topics to e.g. greeting or closing etc.?

And have you published at least one "standard" topic e.g. create a ticket or status update?