Users receive Teams pings when Virtual Agent closes idle conversations

[lokeshpoloju]

We have Virtual Agent integrated with Microsoft Teams. When a user stops responding and the system closes the idle conversation, Teams sends a ping to the user saying the conversation is closed. This happens every time the Schedule job (Time Out Abandoned VA Conversations) runs, and it is becoming very annoying for users. Has anyone seen this before or found a way to stop these Teams notifications when the VA conversation closes due to timeout?

[kaushal_snow]

@lokeshpoloju ,

A simple way to stop the annoying Teams pings when now virtual agent closes idle conversations, by deleting the related messages from the sys_ui_message table (for all languages) and clearing the value of the system properties com.glide.cs.conversation_faulted_reason and com.glide.cs.conversation_faulted_reason_with_pending_notification (leaving the properties present but blank/null) which suppresses the automatic conversation closed notification to Teams users.......after doing that, the scheduled idle conversation close job still runs as usual but no ping is sent.......

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[Lynda1]

I tested this response and it actually works!!!! wish I knew about this years ago!  Thank You!!!

[kaushal_snow]

@Lynda1 , 

Glad it helped !!

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.