How to change default conversation timeout if user abandons chat with Virtual Agent either in SP or Microsoft Teams?

[rithesh]

Hi,

How to set a timeout duration for closing conversation automatically if there is inactivity in chat. We want to set this feature in both Microsoft Teams Now Virtual Agent and Service Portal. Documentation shows that Chat Queue Entries will be marked as faulted when user abandons a conversation with the virtual agent. The default timeout period is 24 hours. Is this a property editable, if so, please provide the name. Appreciate your help. 

Thank you

[Mark Roethof]

Hi there,

This is the Scheduled Job which handles the timeout:
- Time Out Abandoned VA Conversations

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[rithesh]

Hi Mark,

I just tried it and did not worked. Also 'Time Out Abandoned VA Conversations' Scheduled Job has script 'sn_cs.VASystemObject.faultAbandonedConversations();' 

I couldn't find about VASystemObject anywhere in the system, please let me know if you already knew this. 

Thanks

[Mark Roethof]

Unfortunately same answer as your other topic on .getItemForVA(). Also for VASystemObject:

"That's correct, we cannot access this in the Platform UI. Unfortunately, there's also no documentation on this."

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[Mark Roethof]

Hi there,

Did this solve your question? Or do we need to follow-up on this?

Please mark this answer as correct if it solves your question. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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