Unable to start/close conversation when virtual agent flow ends

[dalejaurigue11]

Hi All,

I am having this issue when the virtual agent flow ends I am unable to start or close the conversation. This is very annoying as the user gets stuck. The new conversation icon is disabled, and I cannot type anything on the chat. Do you have an idea of what might be causing this issue? My flow is entirely on the greeting setup topic. Thanks in advance.

[Pratik Malviya]

Hi @dale1, There is no possibility till now to start chat again until unless you start it again. Close the chat by clicking on cross icon and then start chat again. There you will be see welcome message and you can perform your conversation again.

[dalejaurigue11]

Hi Pratik,

By cross icon, do you mean the one at the top of the chat? The issue is the conversation with VA has already ended but the start a new chat option at the top is disabled so I am unable to click it to start a new chat. I have to wait for the chat session to timeout before I can start a new chat.

[Mark Roethof]

Hi there,

Can you share any details about your topic? Especially the last steps?

Are you also using any of the other setup topics? For example the Closing topic?

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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[dalejaurigue11]

Hi Mark,

I created a custom chat experience with a higher order which I configured to have a Greeting and a Closing topic. Most of the VA flow exists in the Greeting setup topic and in the closing topic I duplicated the OOB closing and used that as the closing on my custom experience.