Virtual Agent Error Handling Message not working

alana1
Tera Contributor

I am running into an error with my virtual agent error handling message. The error message is conditionally appearing based on what you enter. For example, if I ask it to "cook dinner," it will reply with the error handling message. If I ask it to "make dinner," it stops running and there is no reply. 

 

I have cleared cache, tried a different browser, created a sys_property for 'glide.cometd.websocket.enabled' and set to false like another community article suggested, and I'm using the default setup topics.

 

 

 

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1 REPLY 1

Shane41
ServiceNow Employee
ServiceNow Employee

Hi Alana,

Have you checked the interaction logs of the virtual agent chats that are producing the error

https://[YOUR INSTANCE NAME].service-now.com/interaction_log_list.do?

Do you see any error?

This docs page describes the VA interactions in greater detail

https://docs.servicenow.com/bundle/rome-now-intelligence/page/administer/virtual-agent/concept/va-in...

Do you see any errors in the system logs around the time the issue occurs?

Kind Regards,

Shane