Reminder and timeout message for inactive user session in Virtual Agent

[Priya Balakrish]

In Virtual Agent chat conversation between an agent and end user, we want the system to auto disconnect the inactive chat sessions that are idle for 10 minutes after providing an inactive reminder after 4 minutes so it will help us to focus on active customers and optimize agent availability.

For achieving the above requirement, we have created three properties

1.  "com.glide.cs.idle_chat_cancel_timeout",
2.  "com.glide.cs.idle_chat_reminder_timeout", 
3.  "com.glide.cs.start_idle_timeout_after_agent_response".

We have set the value for "com.glide.cs.start_idle_timeout_after_agent_response" to true.

There is an OOB schedule job "Idle Chat Timer Task". This job uses the above properties to start the timer.

By using the above properties, the reminder message is displayed for both agent and user inactiveness.

However, we want the reminder message to be displayed only when the user is inactive (last message is from agent).

Does anyone have thoughts on how to achieve the above scenario?

[Mark Manders]

What is the use of posting exactly the same question in the same forum within 5 minutes? Can you please allow people the time to respond? Please close one of these questions, because now you will have the chance of people wasting time in giving you answers that others have already provided you with