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Description

Agent Chat for Agent Workspace is set up as per the below document and KB

Workspace Agent Chat

How to set up and use Agent Chat in Agent Workspace with Advanced Work Assignment (AWA)

 

Steps To Reproduce:

- Log into Instance and open up the VA chatbot via the portal /sp or directly $sn-va-web-client-app.do
- you're presented with the message "I'm having technical issues and won't be able to continue this conversation."

Release or Environment

Newyork

Cause

General Settings for Virtual Agent "Greetings" Topic is made inactive. Also on the general settings, the topics are set to be empty.
https://<instance-name>.service-now.com/$general_settings.do

Resolution

The general setting should be similar to OOB page as below


Steps to Resolve:

1-Navigate to Collaboration > Virtual Agent > Designer,
2-Search for the topic
3-Set it to Active
4-And select this topic in the General Settings.

Note- The Topic should be published and Active to work as expected

Article Information

Last Updated:2019-12-19 19:30:15
Published:2019-12-20
Screen Shot 2019-12-20 at 2.22.52 pm.png