Hello, Community. I would like to ask for your help regarding an incident I am currently experiencing.
I have configured the Virtual Agent, which, as a result of the flow in its intent, can either resolve the query or escalate it so the user can create a ticket.
Recently, users have been reporting that when trying to escalate to create a ticket, the Virtual Agent gets stuck processing without providing any response (showing this sequence of messages).
1) Searching...
2) Generating a response...
3) Still generating a response. Just a few more seconds...
What’s curious is that the Virtual Agent (with its current configuration) was working fine until now. Has anyone experienced something similar or can suggest any workaround or point of investigation?
Best regards.
