Is it possible to create a different timeout message for each Chat?

[Dalto Roberto]

Hi,

I have 2 chat services with 2 separate queues. Both chats check client inactivity time, after X minutes the conversation is closed automatically (this is native on the Scheduled Script Execution: Idle Chat Timer Task), however for both chats the inactivity message is the same, I need to create a different message for each chat service.

The documentation does not address this possibility: https://docs.servicenow.com/pt-BR/bundle/quebec-servicenow-platform/page/administer/workspace/concep...

I would like a confirmation if it is possible to create a different timeout message for each Chat?

[Sebas Di Loreto]

@Dalto Roberto 

I know that part of the system very well and I don't think that is possible since it is completely behind the scenes for us.

The "Idle Chat Timer Task" scheduled job is the one that starts all that. It calls the IdleChatHandler script include that sets the sent_reminder value to true on a sys_cs_session_binding record.

Then there is a business rule on that table called "Chat requester idle reminder watcher" that sends the reminder using sn_cs.VASystemObject.sendReminder(conversationID)  and that is when it is out of our control.

Most likely that function uses the sys_property "com.glide.cs.idle_chat_reminder_message".

You could always stop calling that function and try injecting your own messages but it will get messy pretty quick... don't suggest that. Open an idea on their portal for future releases.

[Dalto Roberto]

Thanks Sebastian DL