Now Assist Virtual Agent - Unable to continue conversation after survey prompt is shownIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Since Zurich Patch 7, using Enhanced Chat for Now Assist Virtual Agent, there was a "How was your chat? Give Feedback" prompt introduced at the end of a conversation.When a topic is completed (or anything else that triggers the end of a conversation, eg catalog ordering, AI Agent etc) and no survey is shown, the user can continue the conversation normally after the message:“All done! Is there anything else I can help you with?”However, when the topic is completed and the survey is shown, the user is unable to continue the conversation after the same message and survey prompt:“How was your chat? Give Feedback”The only way to continue talking to the Virtual Agent is to click the Feedback button and complete the survey, OR start a new chat using the + in the top right. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Any Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Platform design Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The behavior reported — where users are unable to bypass or skip the post-chat survey mid-way in Enhanced Chat — is working as designed. This current platform design does not support skipping the survey mid-way once it has been triggered in Enhanced Chat VA-only flows. **How the Post-Chat Survey Works (by design)** The `_send_survey_llm_` topic is an out-of-the-box (OOB) topic. When the post-chat survey prompt appears, users are expected to: - Click the **"Feedback"** button to complete the survey — after which the chat remains active and they can continue the conversation, or - Use the **"+" icon** to start a new chat session Typing arbitrary text to bypass the survey is not a supported interaction flow, and there are no keywords that reliably exit the survey loop. --- However, below options are available to overcome this behaviour: **Available Workarounds** While this behavior is by design, the following options are available to manage the survey experience: **Option 1 — Disable post-chat surveys for Enhanced Chat VA-only flows** - Set `glide.cs.enhanced_chat.survey.disabled` = **true** - This is a **workaround**, not a platform fix. It bypasses the survey trigger entirely for Enhanced Chat conversations where no live agent is involved. - Important: This property does **not** disable surveys for live agent flows in Enhanced Chat — those would still trigger through the live agent path. - If your use case is VA-only and you are comfortable with no post-chat survey in Enhanced Chat, this is a clean option. **Option 2 — Reduce survey frequency** - Adjust `com.glide.cs.survey.probability` to a lower value to reduce how often the survey appears. - Valid range: **0 to 1** (e.g., 0.5 = 50% of conversations). Setting it to **0** effectively disables the survey for all conversation types. - Note: The default value is an empty string (no survey fires). There is no platform-recommended value — the appropriate setting depends on how frequently you want to collect feedback. Your instance is currently configured at **0.50**. **Next Steps**: As this is by-design behavior, resolving it at the platform level would require submitting an enhancement Request using our Idea Portal to have the product team evaluate support for mid-survey exit in Enhanced Chat flows.