Chat idle time - Automatic Inactivity Handling for Virtual Agent (Not Live Agent)

[AvinashA]

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).

[Muralidharan BS]

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