How can Now Assist VA chat can be ended? No "End Conversation" or "End Chat" button".

[FatmaAfacan]

Activated Now Assist in Virtual Agent and doing some tests. However No "End Conversation" or "End Chat" button" is visible on chatbot by default. Could not find any configuration to enable this.

And how can Support information messages below be customized and changed?

[Brian Bakker · Accepted solution]

Hi @FatmaAfacan 

Glad I came across your post. I hope you are doing well!

This is expected behaviour now in NAVA (Now Assist Virtual Agent) enhanced chat conversations, which are considered active and can be continued for up to two hours of inactivity before they are automatically closed. This 2 hour time limit can be configured within the Messaging Channels [sys_cs_channel] table. To change the inactivity time limit, from the Messaging Channels [sys_cs_channel] table, select the NASS record and populate the "Conversation Idle Timeout" field with your preferred active chat time limit. After this period, the chat moves to the Closed chats section and cannot be reopened.

Warmest regards,

Brian

Enhanced Chat features and capabilities for a unified VA/Portal experience:

https://www.servicenow.com/docs/r/conversational-interfaces/now-assist-in-virtual-agent/nava-enhance...

[PoonkodiS]

Hi @FatmaAfacan 

you have to manually type end conversation

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1637971

refer this article for more information.

Regards,

Poonkodi

[FatmaAfacan]

 Hi @PoonkodiS ,

Thanks for your information and providing this KB. I have tried however it is not working as expected for us. We have not done any customization : 

Any ideas? How can I check the VA flow for Now Assist VA chat? There are many Now Assist VA Topics but it is hard to find the whole flow.

Thanks,

Fatma Afacan

[Brian Bakker · Accepted solution]

Hi @FatmaAfacan 

Glad I came across your post. I hope you are doing well!

This is expected behaviour now in NAVA (Now Assist Virtual Agent) enhanced chat conversations, which are considered active and can be continued for up to two hours of inactivity before they are automatically closed. This 2 hour time limit can be configured within the Messaging Channels [sys_cs_channel] table. To change the inactivity time limit, from the Messaging Channels [sys_cs_channel] table, select the NASS record and populate the "Conversation Idle Timeout" field with your preferred active chat time limit. After this period, the chat moves to the Closed chats section and cannot be reopened.

Warmest regards,

Brian

Enhanced Chat features and capabilities for a unified VA/Portal experience:

https://www.servicenow.com/docs/r/conversational-interfaces/now-assist-in-virtual-agent/nava-enhance...

[FatmaAfacan]

Hi @Brian Bakker ,

It is a privilege to hear from you and and receive accurate information as always! Thanks, I am doing well and I hope you are as well!

I will try this and check the further information that you have shared in ServiceNow documentation. I will Accept as Solution and I have one more question in this post as below: 

How can Support information messages below be customized and changed?

Thanks and warmest regards,

Fatma