VA and AI agent always return "I'm having technical issues and won't be able..."

[MiftahF]

Hi everyone,

I’m experiencing an issue when testing my AI Agent and Virtual Agent topics. Every time I run a test, the conversation stops and shows this message:

“I'm having technical issues and won't be able to continue this conversation.”

What’s confusing is:

• When my colleague tests the same topic/AI agent, it works fine

• I tried impersonating his account, and it not works

• I cleared my browser cache and restarted the browser, but the issue still happens

So it seems to be user-specific.

Has anyone encountered this before?
Could this be related to roles, user preferences, conversation state, or AI quota limits?

Any guidance would be greatly appreciated. Thank you!

[GlideFather]

Hi @MiftahF,

yes, role could be the problem. Based on when did they get this message you shall find the particular capabilitiy - it is not clear from your description whether it is an AI skill, AI tool, AI Agent, or seomthing else?

Once you know, you can go to Now Assist Admin to check that skill for example if the error message was after a Chat summarisation:

The same can be checked for other Now Assist features..

If nothing helps, go create a case from the Support Portal.