Virtual Agent Getting Stuck During AI Search Fallback Topic

[syed_but_not]

Hi, we've been working on implementing virtual agent in our development instance and there seems to be this bug with AI Search - Fallback Topic where the virtual agent freezes and gets stuck loading/refreshing. Whenever you type something in and hit enter, if it's something random like "dog dog dog" or even " bye", the virtual agent gets stuck and all you can see is the VA profile picture pop up over and over again as if it's going to respond but never does. You can't type anything during this issue either and the only solution is to end the conversation and refresh the page. 

[abhishek153]

Present we are using  uttah version.

[Lynda1]

Assuming you are using no customization, This is the temporary fix we were given and this is in the Patch3 for Utah. We sometimes need to check this setting when we clone the environment.

Ensure this System Property 'glide.cs.runtime.user_input_max_length' is set to 20000.

[Tricia Cornish]

@syed_but_not 
Where are you testing this? If you're in the "test active topics" in the VA Designer, you might be testing your topics against the 'Default Conversational Experience' v your custom conversational experience. If you're testing it on your portal, and calling your custom conversational experience, how did you customize your AI Search-Fallback and Fallback topics? (I'm assuming they are published) 
By default, the topic "AI Search-Fallback" calls the topic in "Fallback". I did a VA Academy session in 6/27: https://youtu.be/E1gc3JoUr6A
If you customized the AI Search-Fallback, it is possible that your modification didn't include an output mapping for "call fallback" and that is necessary for this process to work. What does your modified topic look like? 

Typing "bye" might actually be calling your "closing conversation" topic - that also has NLU associated to it. Typing "dog dog dog" also might not be as helpful as you think - yes, it could be a statement but very abstract. I used to think that random letters on the keyboard would result in a "I don't understand what your saying" but actually the NLU was looking for meaning and context, including my other languages. In your example, dog the noun dogs (verb) the dog (object) is a statement that the NLU is trying to resolve. I come up with actual questions or statements to see if I get any match "What's for dinner?" "when will the Rockies play the San Diego Padres"? Something that makes sense but does not exist in my instance. In any case, if/when I get results, I can click "this didn't help" then I need more help to go through AI Search-Fallback, then Fallback. 

It is possible that the AI Search App Configuration that is being called is causing an issue. I'm not sure how you customized your AI Search-Fallback or if you're calling a custom search app configuration, but the content you are searching might be causing the delayed response as well. 
 
Hope that provides a starting point, 

Tricia