How to Provide an Timer Clock in the Agent Chat Conversations

[Community Alums]

Hi All,

I am looking for incorporating the 2 min timer before the chat session ends.

If user is not responding to agent for certain time, the inactivity timer triggers then a remainder message has been sent and session ends automatically.

After the remainder message, I want set some kind of timer to be shown to the end user saying that your session will close in 100secs..80 secs...etc

Thanks in advance..!!

Regards,

Naveen.

[Community Alums]

Hi Naveen,

By default, the system automatically checks live chat sessions every two minutes through the Idle Chat Time Task scheduled job to ensure that chat sessions are still active. If the requester does not respond within 180 seconds (three minutes) during an active chat session, the session becomes idle. The user receives a reminder message that the conversation is timing out and asks if they are still there. If they don't respond, the system automatically cancels (times out) the chat session 360 seconds (six minutes) after the requester's last response.

You can change the idle chat reminder message and the default time after which the system displays the reminder message and closes an idle chat.

To Change the idle chat timeout values :

1. In the Filter navigator, enter sys_properties.list.
2. select New to add the com.glide.cs.idle_chat_cancel_timeout property.
3. Values should be in seconds like 60/120/...
4. Submit

To learn more of such properties , refer to this doc:

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/workspace/concept/idle-chats.html

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Community Alums]

Hi Sandeep,

Thanks for your reply..!!

I am not looking for the system properties.

I was looking for the timer clock to be visible on chat window before session ends.

Let me know if you have inputs on this..!!

Regards,

Naveen.

[Ayushi17]

Hi Naveen, 

Did you get resolution to display timer to show the remaining active session time? Could you please help me with the same?

Thank You!