In Virtual Agent chat conversation between an agent and end user, we want the system to auto disconnect the inactive chat sessions that are idle for 10 minutes after providing an inactive reminder after 4 minutes so it will help us to focus on active customers and optimize agent availability.
For achieving the above requirement, we have created three properties
"com.glide.cs.idle_chat_cancel_timeout",
"com.glide.cs.idle_chat_reminder_timeout",
"com.glide.cs.start_idle_timeout_after_agent_response".
We have set the value for "com.glide.cs.start_idle_timeout_after_agent_response" to true.
There is an OOB schedule job "Idle Chat Timer Task". This job uses the above properties to start the timer.
By using the above properties, the reminder message is displayed for both agent and user inactiveness.
However, we want the reminder message to be displayed only when the user is inactive (last message is from agent).
Does anyone have thoughts on how to achieve the above scenario?
