virtual agent is routing to Live Agent chat by showing error occurred and not showing the list of items from KB initially

[Deepchand Yadav]

virtual agent is routing to Live Agent chat by showing error occurred and not showing the list of items from KB.

Initially it was showing list of items from KB.

[Mark Roethof]

Hi there,

Can you share what the logging is providing you? In most situations, the logging from Virtual Agent is very valuable.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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[Gokul Janardana · Accepted solution]

Hi Deepchand,

When you enter a keyword and if it is not matching any active topics in VA, the fallback topic will kick in. In your case, the error handling topic is kicked in instead of the fallback topic. 

Please go to the "Setup topics" in "Custom greeting and setup" and validate if you have fallback topic mapped. If you have it mapped already, you can open the fallback topic in designer and check if you have any issues with the flow.

If both of the above steps are passed and you still have the issue, you can try republishing the fallback topic and the next option I suggest is to raise a Hi case.

I came across a similar issue recently after San Diego upgrade where all my topics started showing technical error which was fixed by the Service Now team.

If you find my answer useful, please mark it as helpful!

[Deepchand Yadav]

Thank you for your inputs. The issue in our case was duplicate record in 

sys_cs_topic_language_list table for NLU Intent ID.

Once we deleted the one which was showing error, our agent is back to normal.