Virtual Agent closing message shown twice when using exit keywords (end / bye)

[AbhishekS645434]

Hi Community,

I am facing (and deeply analyzing) an issue in ServiceNow Virtual Agent where the closing message

“Thank you for using our support chat.”
is displayed twice when the user types exit keywords like end or bye.

What I changed

• Created a custom topic (Type: Topic only)

• Mapped NLU intent → End Conversations to this topic

• Topic logic:

  Start → 

  (function execute() {

  return vaSystem.getClosingMessage();

  })()

  -> End

• No Setup Topic of type Closing (removed from Chat Experience)

Result

• When user types end / bye → closing message appears once

• This works because:

  • Only the implicit keyword close fires

  • No second explicit close exists

---

Side Effect of This Fix (New Issue)

After removing Setup Topic → Close:

• For other normal topics (Incident, Request, etc.)

• When the conversation naturally ends (topic reaches End)

• No closing message is shown

This happens because:

• Setup Topic → Closing is responsible for lifecycle-based closing

• Without it, only keyword-based exit triggers the message