Virtual Agent - Max capacity

[Nathan63]

Hi,

As we move towards integrating the Virtual Agent with MS Teams and expanding that channel I'm looking for a max capacity of the Virtual Agent.  Is there a limit to the total number of concurrent conversations that can be happening with the Virtual Agent (Including Natural Language Queries).

[Chris D · Accepted solution]

No, I don't think there's any user/conversation limits. We have several thousand users on our VA without performance issues.

I have seen mentioned before that the system uses two threads for Virtual Agent so it's possible to stop up VA with synchronous waits in code, but other than that, you're good.

Here's the ServiceNow employee's explanation of this in response to this post: Virtual Agent Topic Block: Wait N Seconds - Virtual Agent, Natural Language Understanding (NLU) - Ar...

Please don't do this.  The servicenow instance has 2 dedicated server threads for VA chat.  When a chat is inside a script, that dedicated thread is executing.  This script block will eat up one of those threads and also the processor as it will cycle through the computation over and over.  There is a future feature in the books to asynchronously wait.  This is a synchronous blocking wait.  gs.sleep would do the relatively same thing as well--so please do not use that either.  2 simultaneous executions of this chat would effectively take this node offline.  Please ping/champion the VA Product team for more specifics as to delivery time of this feature.  This is a common case task problem.  Thanks and sorry to be the bearer of bad news.

The good news is that ServiceNow now has an ootb wait action so you don't need this custom solution anyway.