Virtual Agent: Error occurred when processing message: no thrown error

[Srijan]

Hi,

I'm facing an error in the virtual agent for certain user inputs/utterances only, due to which bot is giving the general message that is configured under general settings 'Error Topic'.

On checking the system logs, found the below error logged :

[Context] TopicId: XXXXXXXXXX [MessageServiceImpl] java.lang.NullPointerException: Error occurred when processing message: no thrown error

Came across this article : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0826333, however here solution is to address the issue when 'Unable to transfer to a live agent via the virtual agent'. In my scenario, we are not connecting to live agent/Connect support.

Any suggestion/help on why the above error could be occurring only for few utterances and how could this issue be solve, would be appreciated.

Thanks.

[Pranesh072]

This is due to some issue with topic. Are you using the custom topics?

[Srijan]

Yes we have created our custom topics. Also, few utterances of the said topic is giving the above error, while other are working fine. Any hint on what sort of issue with the topic it might be?

[Pranesh072]

Will you able to find the topic which is triggered by utterances? If yes goto the that topic and preview it in topic designer, you will be able to get the issue.

[Durga10]

Hi, 

I am also facing the same issue, however my topic works fine in preview mode with the same utterances and when used in virtual agent too.

I face this issue when I do rest call with same payload, how actual chat bot works.

Any suggestions on this will be very helpful.

Thanks