Time Out Abandoned VA Conversations - what tables are actually being looked at?

miriamberge · ‎10-30-2020

Could someone clarify exactly what this scheduled job is looking at to determine that a conversation has been abandoned? I just want to ensure that we understand how this works and it would be helpful to know what tables it is looking at to determine that a va conversation has been abandoned.

Thank you!

Muralidharan BS · ‎11-02-2020

Hi There,

The table is sys_cs_conversation, this is the place were a record is created as soon as you start the conversation. The scheduled jobs looks for this and abandon after the specified inactivity time.

Here is a article which I wrote on timeout setting, which may be helpful -

https://community.servicenow.com/community?id=community_article&sys_id=1453b03bdbaad0109e691ea668961929

Thanks

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Bharath38 · ‎06-27-2024

Can we stop sending the message to user when chat gets closed as abandoned ?