Common errors in Virtual Agent API

This section describes some common errors in Virtual Agent API and how they can be resolved.

Virtual Agent API structure validation

Request structure:

Virtual Agent API expects the following JSON structure:

{
  "requestId": "any-unique-request-id",
  "clientSessionId": "any-unique-session-id",
  "userId": "any-unique-user-id",
  "emailId": "[e-mail]",
  "action": "",
  "message": {
    "text": "User message text",
    "typed": true
  },
  "contextVariables": {},
  "history": [
    {
      "isBotMessage": true,
      "value": "How can I help you?",
      "displayName": "Bot",
      "type": "text"
    }
  ],
  "clientVariables": {
    "id": "va-bot-12345",
    "timestamp": "1687527831786"
  }
}

Table 1. Field definitions

Field	Required	Description
requestId	No	Pass-through variable returned in responses
clientSessionId	No	Pass-through session identifier
userId	Yes	Unique user identifier (mandatory)
emailId	No*	User email for linking (*required for user linking)
action	No	Optional action parameter
message.text	Yes	User message content (mandatory)
message.typed	No	true for search text, false for value selection
contextVariables	No	Optional context data
history	No	Bot conversation history (first request only)
clientVariables	No	Pass-through client variables

Note:

Only userId and message.text are mandatory fields in the request.

File upload issues

Virtual Agent API supports two file upload modes, such as Synchronous and Asynchronous.

File upload request structure:

{
    "userId": "{{user_id}}",
    "message": {
        "attachment": {
                "clientAttachmentId": "{{request_id}}",
                "contentType": "video/mp4",
                "fileName": "sample.mp4",
                "url": "https://sample-videos.com/video123/mp4/720/big_buck_bunny_720p_1mb.mp4",
                "headers": {
                    "header 1": "value 1"
                }
            },
        "text": "along with text",
        "typed": true
    }
}

Table 2. Field definitions

Field	Required	Description
contentType	Yes	MIME type (e.g., video/mp4, image/png)
fileName	Yes	Name of the file with extension
url	Yes	Accessible URL to download the file
clientAttachmentId	No	Unique identifier for tracking
headers	No	Authentication headers for file download

File upload in synchronous mode:

To upload a file in synchronous mode, follow the following steps:

1. Upload the file by using Media API. For more information, see CCCIF Media Resource API.
   Media API returns a url. An example of the response is:

   {
     "result": {
       "mediaUrl": "<instance>/api/now/v1/cs/media/JOBBfkqSq6kDiFzxyinvHhke73O4TZ0j",
       "name": "image.png",
       "state": "available",
       "attachmentId": "e8671b9193209210a755b8e86cba104b"
     }
   }

2. Use the media url in Virtual Agent API request. A JSON example is:

   {
     "userId": "user123",
     "message": {
       "attachment": {
         "contentType": "image/png",
         "fileName": "image.png",
         "url": "<instance>/api/now/v1/cs/media/JOBBfkqSq6kDiFzxyinvHhke73O4TZ0j"
       },
       "text": "Here is the image",
       "typed": true
     }
   }

File upload in asynchronous mode:

You can upload a file in asynchronous mode in two ways:

1. Use the file url in the Virtual Agent API request.
   • Direct file url:

     {
       "userId": "user123",
       "message": {
         "attachment": {
           "contentType": "application/pdf",
           "fileName": "report.pdf",
           "url": "https://publicserver.com/files/report.pdf"
         },
         "text": "Document attached",
         "typed": true
       }
     }

   • Protected file url:

     {
       "userId": "user123",
       "message": {
         "attachment": {
           "contentType": "application/pdf",
           "fileName": "confidential.pdf",
           "url": "https://secureserver.com/files/confidential.pdf",
           "headers": {
             "Authorization": "Bearer eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9...",
             "X-Custom-Header": "custom-value"
           }
         },
         "text": "Secure document attached",
         "typed": true
       }
     }

2. Using the Media API (as followed in synchronous mode).

User linking issues

Virtual Agent API supports automatic user linking by default. Manual linking is not enabled by default in Virtual Agent API.

Prerequisites for user linking:

1. Message Auth is mandatory.
   • Without message auth in sys_cs_provider_application, user linking doesn't work.
   • You must configure Message auth properly. (See the authentication section.)
2. Required request fields.
   • userId must be present and unique.
   • emailId must be present and valid.

User record requirements:

The emailId must match a sys_user record that meets all of the following conditions:

• Record exists in the sys_user table.
• Email field matches exactly.
• User is active. (active=true)
• User is not locked out. (locked_out=false)
• Only one user record matches these conditions.

Note:

If multiple users have the same email, linking fails.

Auto linking configuration:

1. Verify the provider configuration.
   • Navigate to the sys_cs_provider table and open the "VA Bot to Bot Provider" record.

   • Table 3. Required setting

     Field	Expected Value
     automatic_link_enabled	true
     automatic_link_action	sn_va_as_service.virtual_agent__bot_to_bot_auto_link_account
     link_account_enabled	true

2. Check the provider user map.
   • Navigate to the provider_user_map table.
   • Filter by: active=false AND channel_user_id={userId from request}.
   • Issue: If record exists with active=false, the user cannot be linked automatically.
   • Solution: User who has the admin role must manually delete the inactive record and retry the linking request.
3. Check for customizations.
   • Review customizations by running the sn_va_as_service.virtual_agent__bot_to_bot_auto_link_account script.
   • Check for the common customization issues:
     • Logic preventing automatic linking
     • Additional validation checks
     • Modified field mappings

Checklist for user linking troubleshooting

• Configuration:
  • Message auth exists and is active.
  • userId is present in request.
  • emailId is present in request.
  • automatic_link_enabled = true
  • automatic_link_action points to correct script.
  • link_account_enabled = true
• User record:
  • User exists in sys_user.
  • Email matches exactly (case-sensitive).
  • User is active.
  • User is not locked out.
  • Only one user matches the email.
• Provider user map:
  • No inactive records for this userId.
  • Check for duplicate mappings.
• Customizations:
  • Review auto-link script for modifications.
  • Test with default script if customized.