Changing the HR Chat timeout length

Chuck Collins · ‎01-26-2023

Hello,

In the HRSD, specifically within the employee service center's chat functionality (which we've setup to be accessible to users via our Virtual Agent), if the user doesn't respond within a certain amount of time, the chat session will eventually timeout. Two messages are displayed before the system cancels the session, the first asks "The conversation is timing out, are you still there?", then a second message is displayed that says It seems you have left the conversation." and the session is closed with a message that states "System has left the support session". I need to know if and how we can configure the system to extending the amount of time that these messages are displayed, and when the system times out and closes the session automatically.

Does anyone know how these timers can be modified? I'd really appreciate the help.

Community Alums · ‎01-26-2023

Hi @Chuck Collins ,

Add the com.glide.cs.idle_chat_reminder_timeout and the com.glide.cs.idle_chat_cancel_timeout properties to the System Property [sys_properties] table to set the chat reminder message timeout and the idle chat cancel timeout values. Create both properties at the same time.

As admin, navigate to All, and then enter sys_properties.list in the filter.

Select New to add the com.glide.cs.idle_chat_reminder_timeout property.

On the form, fill in the fields.


Field	Value
Name	System property name. Enter: `com.glide.cs.idle_chat_reminder_timeout`
Description	Explanation for this property. For example: `Idle chat reminder timeout (in seconds)`
Type	Data type. Select `integer`.
Value	Enter the number of seconds before the idle chat reminder message is displayed, after the requester's last response. This value must be equal to or greater than 120 seconds, since the Idle Chat Timer Task job runs every 120 seconds to check active chat sessions. For example, if the idle chat reminder message is to be displayed 5 minutes after the requester's last response, enter 300 seconds. Note: If you want to set an idle chat message reminder timeout that is under 120 seconds, you must also change the time at which the Idle Chat Timer Task job runs. The job must check for idle chats within a shorter time frame. For example, if the reminder message timeout is 60 seconds after the requester's last response, set the Idle Chat Timer Task job to run every 60 seconds. For more information on base system scheduled jobs, see System scheduler.

Select Submit.

In the System Properties table, select New to add the com.glide.cs.idle_chat_cancel_timeout property.

On the form, fill in the fields.


Field	Value
Name	System property name. Enter: `com.glide.cs.idle_chat_cancel_timeout`
Description	Explanation for this property. For example: `Idle chat cancel timeout (in seconds)`
Type	Data type. Select `integer`.
Value	Number of seconds before an idle chat is canceled (times out). This value must be larger than com.glide.cs.idle_chat_reminder_timeout, where the difference between this value and com.glide.cs.idle_chat_reminder_timeout is larger than or equal to 120 seconds (2 minutes, which is when the Idle Chat Timer Task job runs). For example, if the reminder message timeout value is 300 seconds (5 minutes), the idle chat cancel timeout value must be 420 seconds or greater. Note: If you changed the Idle Chat Timer Task job, the difference between the chat cancel timeout value and the idle chat reminder timeout must be larger or equal to the Idle Chat Timer Task job time. For example, if the reminder timeout is 60 seconds and the Idle Chat Timer Task job is also 60 seconds, the idle chat cancel timeout value must be 120 seconds or greater.

Select Submit.

Set the inactivity timeout behavior

The com.glide.cs.start_idle_timeout_after_agent_response property determines the timeout behavior when inactivity is triggered. When this property is true, the inactivity timer does not start until the agent sends a non-automated response to the requester.

As admin, navigate to All, and then enter sys_properties.list in the filter.

Select New to add the com.glide.cs.start_idle_timeout_after_agent_response property.

On the form, fill in the fields.


Field	Value
Name	System property name. Enter: `com.glide.cs.start_idle_timeout_after_agent_response`
Description	Explanation for this property. For example: `Timeout behavior when inactivity should be triggered.`
Type	Data type. Select `true/false`.
Value	Either `true` or `false`.

Select Submit.

Set the server disconnect timeout for guest conversations

The com.glide.cs.chat_disconnect_timeout property determines how long the system will wait to reconnect a disconnected conversation before it ends the chat. If communication is reestablished during that timeframe, the conversation resumes.

As admin, navigate to All, and then enter sys_properties.list in the filter.

Select New to add the com.glide.cs.chat_disconnect_timeout property.

On the form, fill in the fields.


Field	Value
Name	System property name. Enter: `com.glide.cs.chat_disconnect_timeout`
Description	Explanation for this property. For example: `Timeout behavior for disconnected guest conversations.`
Type	Data type. Select `integer`.
Value	Number of seconds before a disconnected guest chat is canceled (times out). The client will try to reconnect during that time.

Select Submit.

Examples

These examples show how the com.glide.cs.start_idle_timeout_after_agent_response system setting may affect how the system handles idle chats. In the following examples, the inactivity timeout is set to 60 seconds and the inactivity reminder is set to 30 seconds.

Example 1: In this example, com.glide.cs.start_idle_timeout_after_agent_response does not affect how the system handles an idle chat.

Agent enters the chat.
System sends automated message Thank you for contacting support. I am looking into your question now and will be with you shortly.
Agent sends the message What can I help you with today?
If the requester does not respond after 30 seconds, then the system sends the message The conversation is timing out, are you still there?
If the requester does not respond within 60 seconds after the agent's message, then the system sends the message It seems you have left the conversation and ends the chat.

Example 2: In this example, com.glide.cs.start_idle_timeout_after_agent_response affects how the system handles an idle chat.

Agent enters the chat.
System sends automated message Thank you for contacting support. I am looking into your question now and will be with you shortly.
If the agent does NOT send a message, one of the following occurs:
- If com.glide.cs.start_idle_timeout_after_agent_response is not set or is set to false, then
  1. The system starts the inactivity timer.
  2. If the requester does not respond after 30 seconds, then the system sends the message The conversation is timing out, are you still there?
  3. If the requester does not respond within 60 seconds after the automated message, then the system sends the message It seems you have left the conversation and ends the chat.
- If com.glide.cs.start_idle_timeout_after_agent_response is set to true, the system does not start the inactivity timer and the chat will not time out.

ShashankJ · ‎03-04-2025

Hi @Community Alums

Thanks for the above

Can you please help to findout where are "the inactivity timer" is set.. and how these system properties gets triggered.

For eg. you have mentioned in the below msg is that after 30 seconds and 60 seconds we gets below msg. which are configured in System properties.

If the requester does not respond after 30 seconds, then the system sends the message The conversation is timing out, are you still there?
If the requester does not respond within 60 seconds after the agent's message, then the system sends the message It seems you have left the conversation and ends the chat.

So how this timer is set and where it is configured?