Virtual agent does not load if 'Default chat experience' is set to falseSummary- Virtual agent does not load if 'Default chat experience' [www.instance_name.service-now.com/nav_to.do?uri=%2Fsys_cs_context_profile.do%3Fsys_id%3D3a33973653211010a813ddeeff7b125a%26sysparm_view%3Dsimple_chat_context_profiles%26sysparm_record_target%3Dsys_cs_context_profile%26sysparm_record_row%3D2%26sysparm_record_rows%3D2%26sysparm_record_list%3DORDERBYord] is set to false - You can find above mentioned record by navigating to Collaboration >> Virtual agent >> Custom Greetings and Setup - 'Active' field is read-only on this table[sys_cs_context_profile, new in Quebec] but by making changes to XML record , customer/users can set it to false - Any custom chat experience created won't work either if this Out-Of-Box 'Default chat experience' is set to false which leads to Virtual agent not loading. Related Links- The settings that you define in a custom chat experience override the default chat experience, therefore you do not need to make the Out-Of-Box chat experience inactive to make custom one work. Refer to below documentation for more information: https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/virtual-agent/concept/va-conversation-settings.html