Process questions around Live Chat

[tworzala]

Hello,

We are going live with Live Chat for HRSD. There's no right or wrong answer to these but wanted to see what other customers are doing for this process. Thanks!

1. Once an employee starts a chat, how long does an employee have to reply before the chat is ended automatically due to inactivity? It looks like we have it set up for 3 minutes but I’m almost thinking its too short.
2. If a chat is ended due to inactivity, do you do any reach out to the employee if you have enough info to answer their question or wait until they start a new chat?
3. Before an agent accepts a chat, are you able to see a preview of the question the employee is asking?

[SupriyaWaghmode]

Hello @tworzala ,

I have added solution details for your question. Please check below answers.

1.Once an employee starts a chat, how long does an employee have to reply before the chat is ended automatically due to inactivity? It looks like we have it set up for 3 minutes but I’m almost thinking its too short.

Ans---->

By default, the system automatically checks live chat sessions every two minutes through the Idle Chat Timer Task scheduled job to ensure that chat sessions are still active. If the requester does not respond within 180 seconds (three minutes) during an active chat session, the session becomes idle. The user receives a reminder message that the conversation is timing out and asks if they are still there. If they don't respond, the system automatically cancels (times out) the chat session 360 seconds (six minutes) after the requester's last response.

You can change t the default time after which the system displays the reminder message and closes an idle chat.

1.As admin, navigate to All, and then enter sys_properties.list in the filter.
1.1Select New to add the com.glide.cs.idle_chat_reminder_timeout property.
1.2 In the System Properties table, select New to add the com.glide.cs.idle_chat_cancel_timeout property.

For details steps https://www.servicenow.com/docs/bundle/zurich-conversational-interfaces/page/administer/conversation...

2.If a chat is ended due to inactivity, do you do any reach out to the employee if you have enough info to answer their question or wait until they start a new chat?

Ans--->

Virtual Agent and Agent Chat conversations that are abandoned by requesters remain open until they are automatically closed by the scheduled job, Time Out Abandoned VA Conversations. This job runs hourly each day.

The default timeout period for abandoned Virtual Agent and live agent conversations is two hours (7200 seconds). The Time Out Abandoned VA Conversations job runs hourly to find and close any conversations that have been open longer than the default (or configured) timeout period.

For details please check https://www.servicenow.com/docs/bundle/zurich-conversational-interfaces/page/administer/virtual-agen...

3.Before an agent accepts a chat, are you able to see a preview of the question the employee is asking?
Ans--->
This functionality currently does not included in OOB ServiceNow.

Please mark this as helpful and accept it as a solution if this resolves your query.

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Thanks & Regards ,

Supriya Waghmode |ServiceNow Consultant

+91-9768700534

www.linkedin.com/in/supriya-waghmode