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

Community Alums · ‎06-14-2020

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 · ‎08-10-2020

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

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sarabjeet · ‎10-09-2020

Hi Murali,

This Idle live chat contains com.glide.cs.idle_chat_reminder_message and com.glide.cs.idle_chat_cancel_timeout, which is also present in NY. But, its not working for this requirement present in screenshot.

Regards,

Sarabjeet

Megha Padale · ‎06-14-2020

Hi Kanhaiya,

The system automatically checks live chat sessions every two minutes (through the Idle Chat Time Task) to ensure that chat sessions are still active. If requesters don't respond within 180 seconds (three minutes) during an active chat session, the session becomes idle. They receive a reminder message that tells them that the conversation is timing out and asks if they're still there.

If needed, you can change the idle chat reminder message and the default times for the system to display the reminder message and close an idle chat.

cjeck this link for more information

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workspace/concept/idl...

If my answer helped you in any way, mark answer as helpful and correct.

Thanks and regards,

Megha.

Community Alums · ‎06-16-2020

Hi Megha,

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?

Community Alums · ‎11-12-2021

Good afternoon guys,

The property itself doesn't close the conversations, what it does is set a flag to conversations that reached that amount of time so when the "Time Out Abandoned VA Conversations" scheduled job runs, it gets closed.

So I would advise changing also the number of times that scheduled job runs per day.

if my answer helped you in any way, mark the answer as helpful and correct.

Best regards,

Pedro Leite