Virtual Agent designer displays the JSON code instead of the topic flow chart when clicking "edit topic flow" in the designer - Support and Troubleshooting

Virtual Agent designer displays the JSON code instead of the topic flow chart when clicking "edit topic flow" in the designer Issue Virtual Agent designer displays the JSON code on clicking "edit topic flow" in the designer instead of the topic flow chart.

Release Jakarta, Kingston, London

Cause This is expected behavior, the reason the user sees the JSON code instead of the topic flow chart is that the accessibility is enabled.

Notice that the URL looks like:

https:// .service-now.com/$conversation-builder.do#/topic/18z76zfz1360z700f4zzb0322244b09z/segment_json/z65d98zc039z485e88zz30396bzdz649

There is a parameter "segment_json" embedded in the URL that redirects the user to the JSON code.

Resolution The expectation is that when the user has accessibility enabled, they need it enabled

The Virtual Agent designer isn’t keyboard accessible so we just present the JSON when accessibility mode is turned on for the user. Related Links Any user can enable Accessibility from their System Settings dialog.

Learn more about enabling accessibility in the documentation: Enabling accessibility features