Chat idle time - Automatic Inactivity Handling for Virtual Agent (Not Live Agent)
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05-07-2025 07:15 AM
I have a requirement for the Virtual Agent (chatbot) in ServiceNow.
If the user is idle for 3 minutes, the Virtual Agent should send a message: "Are you still there?"
If there is no user response after another 3 minutes, the bot should send a second reminder.
If there is still no response after a total of 9 minutes, the chat session should be automatically aborted/ended.
Note: This functionality should apply only to the Virtual Agent, not to Live Agent (human-assisted chat).
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06-04-2025 11:36 AM
It requires an additional scheduled job and appropriate value for
com.glide.cs.start_idle_timeout_after_agent_response
create a scheduled job, and add include two logics,
1. in the table - sys_cs_session_binding, set the sent_reminder to false
2. new global.IdleChatHandler().process(*add 360 sec*,idle_cancel_timeout, start_timer_on_agent_message);
you can refer the OOB job - Idle Chat Timer Task for cancel timeout and agent msg.
result