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
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3 weeks ago - last edited 3 weeks ago
@Muralidharan BS - This will work only for agent chat, Right? We have a requirement for BOT chat, During Bot chat if user inactive bot will remind 3 time then close the chat. Thanks