Hi everyone,
I am testing Virtual Agent inactivity timeout in ServiceNow and facing an issue.
Requirement:
Show a warning after 25 minutes of inactivity and automatically terminate the conversation after 30 minutes.
Current configuration:
com.glide.cs.idle_chat_reminder_timeout = 1500
com.glide.cs.idle_chat_cancel_timeout = 1800
com.glide.cs.start_idle_timeout_after_agent_response = false
Live Agent is disabled.(not activated in the initial phase)
Testing via Virtual Agent portal widget and in Teams
Time Out Abandoned VA Conversations scheduled job runs every 1 minute.
IdleChatHandler scheduled job runs every 1 minute.
The warning message ("The conversation is timing out, are you still there?") does not appear, and the conversation does not terminate as expected.
I also tested with smaller values (reminder = 60 sec, cancel = 120 sec), but the behavior is still the same.
Has anyone experienced this before or knows what additional configuration might be missing?
Thank you!
