missed activity email in agent chat not sending

[archie5]

So I have enabled this configuration and set the setting to 1 min. In Browser A, I logged i as Agent and set myself available in SOW. In Browser B, I logged in as end-user and connected to live agent. Then i went offline in Browser B. In Browser A, I sent few messages and waited few minutes. I didn't see any email in the logs. 

Can someone help how it works? Am I not testing correctly? Which notification, event, scheduled job controls this in the backend. There's only one doc but it doesn't explain the backend. https://www.servicenow.com/docs/r/conversational-interfaces/agent-chat/ac-missed-activity-emails.htm...

[An Le]

Hi @archie5 ,

I think there is something you need to check.

Here's the full checklist, grouped so you can work through it top to bottom.

Feature configuration

• "Missed activity emails" is toggled Activate = ON and you clicked Save.
• Offline threshold is set (Hours/Minutes) — confirm the value actually saved, not just typed.

Recipient (most common cause of no email)

• The end‑user sys_user record has a valid Email address populated.
• The user is Active and not locked out.

Kind regards,

An Le

[archie5]

Hi @An Le thanks for your response! I checked all the points you mentioned, it looks correct. End user is valid too. Do you know which notification/scheduled job it points to in the back end?

[An Le · Accepted solution]

Hi  @archie5 ,

I did some more digging and managed to map out the backend pieces behind this feature::

- Notification — "Collaboration Offline Message Bundle" (the email that actually goes out):
https://[Your_Instance]/nav_to.do?uri=sysevent_email_action.do?sys_id=e13bd3b29f132100d5f9b3e2957fcf53%26sysparm_view=advanced 

- Event registry — collaboration.new_offline_message ("a message was sent to a user who was not online"):
https://[Your_Instance]/nav_to.do?uri=sysevent_register.do?sys_id=c3f747729f132100d5f9b3e2957fcf07 

- Script Action — "Collaboration Offline Email Batching" (bundles/throttles the messages, then fires the notify event):
https://[Your_Instance]/nav_to.do?uri=sysevent_script_action.do?sys_id=0f338b329f132100d5f9b3e2957fcf07 

- System properties that may be involved (filtered on names starting with "collaboration."):
https://[Your_Instance]/sys_properties_list.do?sysparm_query=nameSTARTSWITHcollaboration.&sysparm_view= 

Hope this helps!

Kind regards,

[archie5]

You're awesome @An Le !!