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]

Hi Kanhaiya,

After NY patch 6 there are two properties introduced to handle the idle time, you can tweak it based on your need. 

Name of prop - 

com.glide.cs.idle_chat_remainder_timeout

com.glide.cs.idle_chat_cancel_timeout

The remainder will show up warning message from property - com.glide.cs.idle_chat_reminder_message

Post the chat timeout, the conversation will be ended. you can check about idle time here - https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workspace/concept/idl...

Kindly mark my response correct and helpful if my suggestion resolved your query,

Thanks

Murali

[Community Alums]

Hi Murali,

we have these properties with their default values in seconds, but don't know why it isn't working.

Is there any other things that needs to be customized for this or to be added? 

[Muralidharan BS]

Hi Kanhaiya, 

I believe you are looking after the topic is connected to agent, if so check the job - Idle Chat Timer Task whether it is active. 

Also, review if there any custom business rules written on sys_cs_conversation and chat_queue_entry to override it.

If you are looking to abandon chat when user is having conversation with bot and idle for 2 hours (before connecting to live agent). 

In that case you have to write custom script on sys_cs_conversation and take user time from topic or idel chat timer task. 

Kindly mark my response correct and helpful if my suggestion resolved your query,

Thanks

Murali

[Community Alums]

Hi Murali,

I want to abandon chat when user is having conversation with bot idle for 2 hours.

We don't have any script on sys_cs_conversation currently.

following is the code of Idle chat timer task:

var idle_reminder_timeout = gs.getProperty("com.glide.cs.idle_chat_reminder_timeout",180); // 3 min
var idle_cancel_timeout = gs.getProperty("com.glide.cs.idle_chat_cancel_timeout",360); // 6 min
new global.IdleChatHandler().process(idle_reminder_timeout,idle_cancel_timeout);

Can you provide any sample script of business rule to write on sys_cs_conversation if you have?

Thanks