Virtual Agent - Timeout for topic conversations

[Aditya33]

Hi Everyone

Does anybody how long it takes for the Virtual agent to abandon a chat if end user does not reply during a topic conversation/non-agent conversations.

If this timeout is configurable then please help me with that too.

Thanks! 

[Community Alums · Accepted solution]

Hi @Aditya33 ,

Virtual Agent and Agent Chat conversations that are abandoned by requesters remain open until they are automatically closed by the scheduled job, Time Out Abandoned VA Conversations. This job runs hourly each day.

The default timeout period for abandoned Virtual Agent and live agent conversations is two hours (7200 seconds). The Time Out Abandoned VA Conversations job runs hourly to find and close any conversations that have been open longer than the default (or configured) timeout period.

As admins, you can change the default timeout period for closing Virtual Agent and live agent conversations by adding the system property com.glide.cs.conversation_idle_timeout. The timeout value that you specify in this property applies to all conversations in supported Virtual Agent and live agent channels, including chat channels (such as Microsoft Teams, Slack, and Workplace from Facebook) and messaging channels (such as SMS). For details, see Change the timeout period for Virtual Agent and live agent conversations.

If you're using Virtual Agent and Agent Chat on multiple chat channels, you can add a channel-level idle timeout value that overrides the timeout value set in the com.glide.cs.conversation_idle_timeout property for chat channels. For details, see Override the conversation timeout period by channel.

If needed, you can also change the time at which the Time Out Abandoned VA Conversations job runs.

Change the timeout period for Virtual Agent and live agent conversations

Add the com.glide.cs.conversation_idle_timeout property to the System Property [sys_properties] table to specify the length of time that an abandoned Virtual Agent or Live Agent conversation remains open (idle). When the Time Out Abandoned VA Conversations job runs hourly, it closes any Virtual Agent and Live Agent conversations that have been open longer than the specified time.