Virtual Agent fails to loadIssue Upon invoking the virtual agent, agent pop up appears but no topics are loaded. Screen looks like its loading but its stuck forever. The following errors can be noticed in the logs: 08:35:09.254: java.lang.NullPointerException: Exception in creating session : com.glide.cs.qlue.module.adminconsole.ContextualSetupTopicService.getFallbackTopic(ContextualSetupTopicService.java:53) com.glide.cs.qlue.module.taco.ConversationImpl.shouldHaveSearchText(ConversationImpl.java:663) com.glide.cs.qlue.module.taco.ConversationImpl.initTasks(ConversationImpl.java:648) com.glide.cs.qlue.module.taco.ConversationImpl.<init>(ConversationImpl.java:244) com.glide.cs.qlue.module.taco.ConversationServiceImpl.createConversation(ConversationServiceImpl.java:282) com.glide.cs.qlue.module.clientproxy.AdapterUtils.createFreshConversation(AdapterUtils.java:756) com.glide.cs.qlue.module.coma.SilentHandshake.createConversation(SilentHandshake.java:355) com.glide.cs.qlue.module.coma.SilentHandshake.setConversation(SilentHandshake.java:269) com.glide.cs.qlue.module.coma.SilentHandshake.process(SilentHandshake.java:158) com.glide.cs.qlue.module.coma.ReleaseOrlando, Paris, QuebecCauseCustomization, the "Default chat experience" Context profile is inactive and another custom profile is active. In the custom profile, there are no topics added. As there are no topics in the active context profile, the virtual agent is stuck in a continuous wait mode to load the topics. Another configuration that could cause this error is having empty records on the agent assignment rule on AWA Eligibility pool (awa_eligibility_pool).ResolutionMake sure you check the context profiles of an instance by going to the below locationhttps://<instance>/nav_to.do?uri=%2Fsys_cs_context_profile_list.doIf the "Default chat experience" profile is inactive, check if there are any other profiles is active.If no other profile is active you need to turn the "Default chat experience" profile active. (you might need to modify the data policy(Default Eperience - Readonly fields) to turn it active)If any other profile is active, check if there any topics defined or not. If not, you can add out-of-the-box (OOB) topics like Dynamic greeting, Live Agent Support, OR Fallback Topic to get the virtual agent working.Related LinksVirtual agent does not load if 'Default chat experience' is set to false