how to make the live chat continue after the timeout message

[shaa066]

In live chat virtual agent whenever a new conversation begins between the agent and user, after sometime one timeout message "User response will indicate if they want to continue the chat" is shown and after this timeout message even if agent is sending some message the chat gets disconnected, 
what can we do to keep the chat continue, so that it will consider the agent message and resets the timer and does not disconnects the chat
please give me some solution for this

[sadif_raja]

To prevent the chat from timing out when an agent sends a message, you can try the following approaches:

### 1. **Adjust Virtual Agent Timeout Settings**
- Check the timeout settings in your virtual agent platform (ServiceNow, for instance) and increase the timeout duration for both user inactivity and agent activity.
- Look for a setting that allows you to reset the timer upon agent responses, and enable it if available.
- In ServiceNow, navigate to *Virtual Agent > Administration > Properties*, and increase the *timeout duration for conversation inactivity*.

### 2. **Use Keep-Alive Signals**
- Implement a "keep-alive" message that can be sent periodically by the agent or system to reset the timeout. This can be a silent message (not displayed to the user) or a brief message that informs the user the chat is still active.
- In ServiceNow, this can sometimes be achieved by setting up a bot script action or flow that sends a subtle "Is there anything else I can help you with?" message at regular intervals when the agent is active.

### 3. **Configure a Custom Flow for Timeout Management**
- In some platforms, you can use workflow or flow designer to handle custom events. Create a flow that resets the timeout whenever an agent sends a message, or a "user response expected" timer can trigger a new bot message asking the user to confirm if they’re still there.
- In ServiceNow, you can add a decision to check if the chat is nearing the timeout, and if so, reset the timer or prompt the user.

### 4. **Modify Live Agent Hand-off Settings**
- Check if the system has settings specifically for hand-off scenarios (when control switches between bot and agent). Some platforms allow you to customize timeouts differently in this scenario.
- For instance, ServiceNow has "Human Agent Escalation" settings, where you can configure specific behaviors when the agent is engaged to prevent automatic timeout.

### 5. **Ensure Timer Resets on Agent Response**
- If possible, use a script that triggers on agent response to reset the session timeout. This may require custom scripting or API calls, depending on the platform.
- In ServiceNow, you may add a script to the *Live Chat Queue Entry* or similar tables/events where agent responses are logged, ensuring that each response from the agent resets the timeout value.