Transcript not updating the response from third party bot - Support and Troubleshooting

Transcript not updating the response from third party bot Problem The transcript table is not updating with the response from the third-party tool.

Steps to reproduce: 1. Log in to the portal. 2. Open the chat window and start a conversation 3. Enter the query 'How to reset my password in Servicenow'. This will trigger a third party bot to retrieve that answer and send back to the virtual agent. 4. The response from the third-party tool is not displayed in the transcript.

Root Cause The message generated by the REST custom is in HTML format, which is not supported by the transcript table. The output generated is 'uiType: OutputHtml' instead of 'uiType: OutputText'.

Steps to Resolve 1. Please ensure the message generated by the third-party tool is in 'uiType: OutputText' format. You can check this on table sys_cs_message.payload 2. Try to reproduce the issue after making the necessary changes.