How to Automatically close the Virtual Agent conversation if users don't take the actions within 2 hours.

[Community Alums]

I want virtual agent chatbot to close the conversation automatically if user doesn't take any action after two hours.

By default its more than a day or 48 hours, not sure. Cam we modify it through configuration change or scripting?

[Muralidharan BS · Accepted solution]

HI Kanhaiya,

You can configure the "Time Out Abandoned VA Conversations record" job to timeout accordingly. This is currently configured to run per day. This will timeout the chat if user is idle for certain time.  

Add the property and set the timing in seconds- com.glide.cs.conversation_idle_timeout

Here is the doc which explains on the chat timeout - https://docs.servicenow.com/bundle/newyork-performance-analytics-and-reporting/page/administer/virtual-agent/concept/va-open-conversations.html. 

Thanks

[sarabjeet]

Hi Murali,

Does the solution provided work in NewYork as well?

The link provided is also for Orlando.

Regards,

Sarabjeet Kaur

[Muralidharan BS]

Hi Sarabjeet,

Yes this is a supported in NewYork. I can find in docs the relating page,

Thanks

[sarabjeet]

Hi Murali,

I am talking about these properties:

com.glide.cs.idle_chat_remainder_timeout

com.glide.cs.idle_chat_cancel_timeout

I can't see any docs for them on NY version and I tried myself on NY and its not working if the chat is getting transferred to live agent from VA.

It works only if the chat is happening on Connect support through the chat queue URL

[Muralidharan BS]

Hi Sarabjeet,

Yes, the OOB settings is only when - before connecting to live agent and after connected to live agent. 

If you are in the screen "routing to live agent" then the timeout will not take place. You have to implement a custom solution for that, if you dont wish users to wait in the queue for specified time. 

Kindly refer to this post - https://community.servicenow.com/community?id=community_question&sys_id=afb2f8461baf50d43222ea89bd4bcb81

Thanks