---
sourceDocument: Zurich Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/conversational-interfaces
Release :
- zurich
ft:locale :
- en-US
ft:publication_title :
- Zurich Conversational Interfaces
ft:clusterId :
- convint
bundleId :
- convint
workflow :
- Platform
---
# Controlling idle live chat sessions
# Controlling idle live chat sessions {#ariaid-title1}
* Release version: Zurich
*
* Updated July 31, 2025
*
*  6 minutes to read
Summarize
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This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.
## Summary of Controlling idle live chat sessions
This feature enables ServiceNow customers to manage how the system handles live chat sessions that become idle due to user inactivity.
By default, the system uses a scheduled job called the Idle Chat Timer Task that checks active chat sessions every two minutes.
If a requester does not respond within three minutes, the chat session is marked idle, prompting a reminder message.
If there is no further response, the system automatically cancels the chat six minutes after the last requester response.
Show full answer Show less
This functionality ensures efficient use of agent time and system resources by closing inactive chats while giving users a chance to continue the conversation. It is important to note that idle live chat control is not available for Connect Support, which is no longer receiving enhancements starting with the Paris release. Customers are encouraged to migrate to Advanced Work Assignment and Agent Chat in workspace for automatic chat and work item assignment.
## Key Features
* **Idle chat reminder message customization:** Admins can modify the default reminder text ("The conversation is timing out, are you still there?") by updating the `com.glide.cs.idlechatremindermessage` property in the system properties.
* **Configurable timeout values:** Two key timeouts control idle chat behavior:
* `com.glide.cs.idlechatremindertimeout`: Time in seconds before sending the idle reminder after the last requester response. Must be ≥120 seconds unless the Idle Chat Timer Task frequency is adjusted.
* `com.glide.cs.idlechatcanceltimeout`: Time in seconds before the system cancels an idle chat after the reminder message. Must be greater than the reminder timeout by at least the timer task run interval (default 120 seconds).
* **Inactivity timeout behavior control:** The `com.glide.cs.startidletimeoutafteragentresponse` property determines whether the inactivity timer starts only after an agent sends a non-automated message. Setting this to true delays the timeout until agent engagement, preventing premature chat closure.
* **Disconnected guest chat timeout:** The `com.glide.cs.chatdisconnecttimeout` property sets how long the system waits to reconnect a disconnected guest chat before ending the session.
## Practical Use and Examples
Admins can tailor chat timeout behaviors to fit their support workflows by adjusting system properties. For example:
* If `com.glide.cs.startidletimeoutafteragentresponse` is false or unset, the inactivity timer starts immediately after the system's automated message. Requesters get a reminder and eventual timeout if inactive.
* If set to true, the inactivity timer only starts after an agent sends a manual response, preventing automatic timeout during initial automated messaging.
This flexibility helps balance user experience and resource efficiency, ensuring agents are notified and idle chats are closed appropriately based on organizational needs.
Configure how active chat sessions are handled by the system when live chats become
idle.
By default, the system automatically checks live chat sessions every two minutes through the
Idle Chat Timer 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.
Important:
Idle live chats are not available for Connect Support. Starting with the Paris release,
Connect Support no longer receives enhancements or non-priority bug fixes. Consider moving
to ServiceNow®
Advanced Work Assignment and Agent Chat in workspace to
automatically assign chat requests and other work items to agents. For details, see [Move from Connect Support to Advanced
Work Assignment and Agent Chat](https://www.servicenow.com/docs/lFUvgP8SEYIrHvyMj3wI_A "Move from ServiceNow Connect Support to Agent Chat (live chat), which is the messaging system that agents use in Agent Workspace to interact with customers. Moving from Connect Support also involves using Advanced Work Assignment (AWA) to create the chat queues for routing chat work items to agents.").
## Change the idle chat reminder message {#ci-idle-chats__section_jzl_kkj_3kb}
The default idle chat reminder message displayed to requesters is: The conversation is timing out, are you still there? Agents receive the
message: User response will indicate if they want to continue the chat.
You can modify the default message sent to requesters by updating the
com.glide.cs.idle_chat_reminder_message property.
1. As admin, navigate to All, and then enter sys_properties.list in the filter.
2. Open the com.glide.cs.idle_chat_reminder_message property.
3. In the Value field, enter the new reminder message to be displayed.
4. Select Update.
{#ci-idle-chats__ol_fm2_dmj_3kb}
## Change the idle chat timeout values {#ci-idle-chats__section_cd5_3nj_3kb}
Add the com.glide.cs.idle_chat_reminder_timeout and the
com.glide.cs.idle_chat_cancel_timeout properties to the System
Property \[sys_properties\] table to set the chat reminder message timeout and the idle chat
cancel timeout values. Create both properties at the same time.
1. As admin, navigate to All, and then enter sys_properties.list in the filter.
2. Select New to add the com.glide.cs.idle_chat_reminder_timeout property.
1. On the form, fill in the fields.
{#ci-idle-chats__table_k4d_c1t_wlb__entry__2}
| Field | Value |
|-|-|
| Name | System property name. Enter: com.glide.cs.idle_chat_reminder_timeout |
| Description | Explanation for this property. For example: Idle chat reminder timeout (in seconds) |
| Type | Data type. Select integer. |
| Value | Enter the number of seconds before the idle chat reminder message is displayed, after the requester's last response. This value must be equal to or greater than 120 seconds, since the Idle Chat Timer Task job runs every 120 seconds to check active chat sessions. For example, if the idle chat reminder message is to be displayed 5 minutes after the requester's last response, enter 300 seconds. Note: If you want to set an idle chat message reminder timeout that is under 120 seconds, you must also change the time at which the Idle Chat Timer Task job runs. The job must check for idle chats within a shorter time frame. For example, if the reminder message timeout is 60 seconds after the requester's last response, set the Idle Chat Timer Task job to run every 60 seconds. For more information on base system scheduled jobs, see [System scheduler](https://www.servicenow.com/docs/access?context=c_SystemScheduler&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US). |
[ ]
{#ci-idle-chats__table_k4d_c1t_wlb}
2. Select Submit.
{#ci-idle-chats__ol_aq4_11t_wlb}
3. In the System Properties table, select New to add the com.glide.cs.idle_chat_cancel_timeout property.
1. On the form, fill in the fields.
{#ci-idle-chats__table_zjc_tg5_wlb__entry__2}
| Field | Value |
|-|-|
| Name | System property name. Enter: com.glide.cs.idle_chat_cancel_timeout |
| Description | Explanation for this property. For example: Idle chat cancel timeout (in seconds) |
| Type | Data type. Select integer. |
| Value | Number of seconds before an idle chat is canceled (times out). This value must be larger than com.glide.cs.idle_chat_reminder_timeout, where the difference between this value and com.glide.cs.idle_chat_reminder_timeout is larger than or equal to 120 seconds (2 minutes, which is when the Idle Chat Timer Task job runs). For example, if the reminder message timeout value is 300 seconds (5 minutes), the idle chat cancel timeout value must be 420 seconds or greater. Note: If you changed the Idle Chat Timer Task job, the difference between the chat cancel timeout value and the idle chat reminder timeout must be larger or equal to the Idle Chat Timer Task job time. For example, if the reminder timeout is 60 seconds and the Idle Chat Timer Task job is also 60 seconds, the idle chat cancel timeout value must be 120 seconds or greater. |
[ ]
{#ci-idle-chats__table_zjc_tg5_wlb}
2. Select Submit.
{#ci-idle-chats__ol_txm_dkj_tlb}
{#ci-idle-chats__ol_xzx_bjj_tlb}
## Set the inactivity timeout behavior {#ci-idle-chats__section_xkc_mk5_jnb}
The com.glide.cs.start_idle_timeout_after_agent_response property
determines the timeout behavior when inactivity is triggered. When this property is
true, the inactivity timer does not start until the agent sends a
non-automated response to the requester.
1. As admin, navigate to All, and then enter sys_properties.list in the filter.
2. Select New to add the com.glide.cs.start_idle_timeout_after_agent_response property.
1. On the form, fill in the fields.
{#ci-idle-chats__table_vhp_nk5_jnb__entry__2}
| Field | Value |
|-|-|
| Name | System property name. Enter: com.glide.cs.start_idle_timeout_after_agent_response |
| Description | Explanation for this property. For example: Timeout behavior when inactivity should be triggered. |
| Type | Data type. Select true/false. |
| Value | Either true or false. |
[ ]
{#ci-idle-chats__table_vhp_nk5_jnb}
2. Select Submit.
{#ci-idle-chats__ol_uhp_nk5_jnb}
{#ci-idle-chats__ol_thp_nk5_jnb}
## Set the server disconnect timeout for guest conversations {#ci-idle-chats__section_mhw_p1g_qtb}
The com.glide.cs.chat_disconnect_timeout
property determines how long the system will wait to reconnect a disconnected conversation
before it ends the chat. If communication is reestablished during that timeframe, the
conversation resumes.
1. As admin, navigate to All, and then enter sys_properties.list in the filter.
2. Select New to add the com.glide.cs.chat_disconnect_timeout property.
1. On the form, fill in the fields.
{#ci-idle-chats__table_pvt_r5g_qtbxxx__entry__2}
| Field | Value |
|-|-|
| Name | System property name. Enter: com.glide.cs.chat_disconnect_timeout |
| Description | Explanation for this property. For example: Timeout behavior for disconnected guest conversations. |
| Type | Data type. Select integer. |
| Value | Number of seconds before a disconnected guest chat is canceled (times out). The client will try to reconnect during that time. |
[ ]
{#ci-idle-chats__table_pvt_r5g_qtbxxx}
2. Select Submit.
{#ci-idle-chats__ol_ovt_r5g_qtb}
## Examples {#ci-idle-chats__section_acq_pch_knb}
These examples show how the
com.glide.cs.start_idle_timeout_after_agent_response system setting
may affect how the system handles idle chats. In the following examples, the inactivity
timeout is set to 60 seconds and the inactivity reminder is set to 30 seconds.
Example 1: In this example, com.glide.cs.start_idle_timeout_after_agent_response does not affect how the system handles an idle chat.
1. Agent enters the chat.
2. System sends automated message Thank you for contacting support. I am looking into your question now and will be with you shortly.
3. Agent sends the message What can I help you with today?
4. If the requester does not respond after 30 seconds, then the system sends the message The conversation is timing out, are you still there?
5. If the requester does not respond within 60 seconds after the agent's message, then the system sends the message It seems you have left the conversation and ends the chat.
{#ci-idle-chats__ol_sj2_p13_knb}
Example 2: In this example, com.glide.cs.start_idle_timeout_after_agent_response affects how the system handles an idle chat.
1. Agent enters the chat.
2. System sends automated message Thank you for contacting support. I am looking into your question now and will be with you shortly.
3. If the agent does NOT send a message, one of the following occurs:
* If com.glide.cs.start_idle_timeout_after_agent_response is not set or is set to false, then
1. The system starts the inactivity timer.
2. If the requester does not respond after 30 seconds, then the system sends the message The conversation is timing out, are you still there?
3. If the requester does not respond within 60 seconds after the automated message, then the system sends the message It seems you have left the conversation and ends the chat.
{#ci-idle-chats__ol_c44_jdh_knb}
* If com.glide.cs.start_idle_timeout_after_agent_response is set to true, the system does not start the inactivity timer and the chat will not time out.
{#ci-idle-chats__ul_rnf_ddh_knb}
{#ci-idle-chats__ol_nf2_ych_knb}