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Description

Virtual Agent Screen goes blank once agent ends conversation. Screen does not recover even if we log out and login back.

 

User can see 'contact support', 'end conversation' options. Start conversation as well but cannot see the messages.

Cause

Instance is missing bot user profile in Branding Setup. This leads to the null sender of the message "Agent has closed the support session" and causes error.

Resolution

Upload the Out-Of-Box live profile record and it will work as expected now.

Link to Bot Life profile record in OOB instance: /live_profile.do?sys_id=0ca39ea2872303002ae97e2526cb0b70

Article Information

Last Updated:2020-04-21 05:19:23
Published:2020-04-20