Virtual Agent overview and troubleshooting tips - Support and Troubleshooting

Virtual Agent overview and troubleshooting tips Issue  Virtual Agent is a conversational bot platform to provide user assistance through conversations within a messaging interface.

Conversation Designer: Overview

React UI Drag Drop with Self Draw library (Palette/Canvas/PS) Topics stored in sys_cb_topic : graph column stores the json representation of the visual Roles defined in topic only affect the runtime view of topics not design time Application Scope acknowledge by topics Condition in designer affects topic visibility in runtime clients Can export XML of topic

Functionality - Conversation Designer (simple Drag Drop):

Declarative Conversational Model (Topic/Goals) Visual Topic Designer Supports Branching Supports Looping Scripting support for advanced scenarios (REST) Support Glide Insert/Update/Lookup Preview and Test (tightly coupled with the Designer) Supports Domain Separation Supports self-hosted (on-Prem) instances

Features on the designer:

Save:

Saves to the sys_cb_topic table Save often (especially in cases of timeouts) Preview:

Creates a temporary record in the sys_cs_topic as a (_PRVW_topic) _PRVW_ records cleaned every 12 hours from sys_cs_topic table (sys_auto_flush on sys_cs_topic) Allows you to test a topic at runtime from designer Publish:

Takes copy from design time table to run time table that is from sys_cb_topic to the sys_cs_topic table Compiles runtime json Actives the topic, means the topic will be available in other clients not just preview (i.e. web, slack, teams) Active Slider:

Slider to make topics not available in clients (i.e. web, slack) Active = false will make it not available to client Publish Step:

Runs some validation Transform the graph definition into runtime json used by the communication server Publish pushes the design time definition to the sys_cs_topic NOTE: When you publish a topic, you actually push it from sys_cb_topic to sys_cs_topic (table that all clients will use like slack etc.) table.

Scripting:

A topic author can use JavaScript to customize many parts of a topic. These include the prompt/confirmation,Acknowledge, conditions, output, utilities VARIABLES TYPES:

1. vaInputs (tied to User Interface)

Variables that are stored and used by inputs where bot asking for information from the user This is available only from script associated with a goal There are two types of vaInputs: SN records and name value pair string objects.

2. vaVars (session based variable to drive a logic and not tied to User Interface)

Script variables added to the topic Not used by any UI inputs Not stored Supports Boolean, number, string only Intended only for advanced users Runtime Engine:

Every chat client will queue the message in an in-memory queue and workers will read the message from this queue Dedicated worker thread pool to process the chat messages Pool name: glide.cs.worker.num_workers Pool size: 2 Thread pool stats are included in stats.do

Resolution Troubleshooting – Tips:

Always use the “preview” feature after publishing the topic Enable session logging when using “preview” Use gs.log, gs.print, gs.warn in JavaScript Access variables via script with vaInputs.name.getValue() Ensure to use getValue(), getDisplayValue() when access variables via script In confirmation message use getDefaultValue(), getDefaultDisplayValue() Use text outputs to show values as you text Save often Preview often _PRVW topics removed every 12 hours

Troubleshooting - Install Plugin:

Virtual Agent plugin "com.glide.cs.chatbot" can only be installed by SN Support, and automatically activates below plugins:

com.glide.cs.settings com.snc.conversation_builder com.glide.cs.adapter com.glide.external.app com.glide.channelproxy com.snc.bot_install_ui com.glide.va.sp_widgets Troubleshooting – Designer:

1. Tables:

Sys_cb_topics, sys_cs_topic and sys_ui_message 2. Cannot see module Designer under collaboration:

User may not have role virtual_agent_admin (role for access to designer) or VA plugin is not activated 3. Cannot edit topic:

Logged in user should be the same scope as topic was authorized in 4. Errors:

Should be displayed on the bottom of the graph, if not look for errors on console using dev tools 5. Preview:

Cannot preview: fill in all the required fields on the node properties 6. No web client pop-up:

Popup might be blocked by browser – allow pop-ups 7. Web client stuck at connecting ……:

One/all of 2 system topics might be missing : Impost system topics from any other instance Chat workers might be down – restart them, run below code through background script: Var gw = GlideWorkerThreadManager.get();

gw.init(“com.glide.cs.qlue.module.worker.Worker”);

8. No response from bot:

AMB workers might be down: restart them

Thoubleshooting – Publisher:

1. Tables:

Sys_cs_topic, Sys_ui_message and sys_translated_field 2. Errors:

Should be displayed on the bottom of the graph If related to required fields – fill in all required fields 3. Logs:

Syslog 4. I18n:

Scripts – to do internalization, wrap the strings in gs.getmessage(); Non-script string only – standard tables like sys_ui_messgae Keywords - sys_translated_field, sys_cs_topic Related Links Documentation pages on Virtual Agent