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,

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Thanks.

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

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[rithesh]

This did not solve my issue, how can we configure 'User Session Timeout duration'? 

[Manoj Venkatesa]

Hi Rithesh,

To configure user session timeout duration. Create system property:

com.glide.cs.idle_chat_reminder_timeout 

com.glide.cs.idle_chat_cancel_timeout

Type as 'Integer'

Value in seconds. 

Mark this solution if it helped resolve your problem.

[Meghant Rai]

Hi Mark,

I would like to know what does it mean by user abandon the chat? Is that means the user closes the chat window? or the window is still open by user cant reply to previous conversation anymore?

I clicked on execute now to Time Out Abandoned VA Conversations Scheduled job to mark my ongoing chats which were in work in progress state to closed abandoned just to check. but it does'nt work