Intermittently the Closing Conversation message is not being sent sometimes when using VIRTUAL AGENT API - Known Error

Intermittently the Closing Conversation message is not being sent sometimes when using VIRTUAL AGENT API Description The Closing Conversation message is not being sent sometimes when using VIRTUAL AGENT API

Steps to Reproduce

1.- Send REST Message to https://instance_name.service-now.com/api/sn_va_as_service/bot/integration 2. As Agent do not accept the conversation and let it timeout 3.- Wait for 5 minutes to time out.

Expected behavior: At the end of the timeout the interaction is completed and the expectation is that the closing message should be send to the primary bot

Actual behavior: Instead it shows [Routing to a Live Agent...]]

Workaround This problem is currently under review. You can contact " http://www.servicenow.com/support/contact-support.html " ServiceNow Technical Support or subscribe to this Known Error article by clicking the Subscribe button at the top right of this form to be notified when more information will become available