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...

[Brian Bakker · Accepted solution]

@FatmaAfacan 

To edit the support messages and contact number via the list view use table [va_branding_contact_menu]. Further details for branding Enhanced Chat are in this post.

[Jaya5]

@Brian Bakker 
I am able to hide email and phone number, but would like to hide support as well.