Agent Chat Timeout Message

[Kev9]

Hi,

When an end user has not been active in chat and the timeout message "....are you still there" is triggered, this only appears in the users chat window. This means when they respond with "Yes", it can be confusing for the agent who has not seen the automated message. It may also lead to a misunderstanding if the last question form the agent required a yes/no answer. Is there any way to make the message visible to agents?

Thanks.

[Community Alums]

Hi,

I suggest you to either increase the timeout seconds before the timeout message is displayed to the end user OR change the question that is display such that it is not like a question.

1. To increase timeout 

Update the property com.glide.cs.idle_chat_reminder_timeout

2. To change message:

You can modify the default message by updating the com.glide.cs.idle_chat_reminder_message

Refer:-

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workspace/concept/idl...

[Feddy]

https://community.servicenow.com/community?id=community_question&sys_id=4d4a2ae61b9a6490ed6c9979b04bcb6c


Please visit this question and give me your inputs.
Any help would be much appreciated