Virtual Agent always returns "I'm having technical issues"

Chris Lucier · ‎03-01-2022

After upgrading a dev instance from Rome to San Diego, Virtual Agent started answering every request with "I'm having technical issues and won't be able to continue this conversation." When testing topics in designer, I get the same problem on all topics. Testing intents in NLU however, produces the expected results.

I'm not sure if this is a bug, a bad configuration on my part, or something else. If anyone else has experienced similar issues, please let me know. I'm happy to provide any details I may have overlooked if it may help point others in the right direction.

Community Alums · ‎03-01-2022

Hi @Chris Lucier ,

Run the topic in Preview mode and check Show Logs option in preview. You should have a clear indication of the error being thrown.

In case you are still not able to figure out where the error is originating from, try placing gs.debug() messages in your flow and also maybe print variable values in gs.debug(). VA 'Show Logs' option renders gs.debug() messages, so you should get some leads on the root cause of the issue.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

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Vaishnavi25 · ‎12-01-2022

Hi @Community Alums ,

Recently when we went live, we saw a weird behavior. In DEV everything is working as expected but in TEST and PROD whenever no agents are active it gives options to end users to create a ticket. In this case if they create ticket, it is getting created but after that we are seeing this message "I'm having technical issues and won't be able to continue this conversation." And if they don't create then also same error and in this both the cases chat is getting "Closed Abandoned".

I make sure topics are active and also made some changes and published all the topics in DEV, captured it in update set and moved it to TEST but still no luck. I'm I missing anything here?

It shouldn't be related to my changes/implementation because in DEV everything is perfect. @Kristopfer Can you please help me here. By any chance did Flow changes don't capture in update set which cause such issues in Higher Environments?

When I'm checking the logs in preview it is not giving me any hint as its just sending the closing message.

Regards,

Vaishnavi