---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/conversational-interfaces

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Control the browser experience

# Controlling the browser experience for chat guest sessions {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Anonymous users (unauthenticated guests) can chat with support agents in the web chat client without logging in to a service portal. Admins can control certain aspects of the conversational experience, such as enabling
resumable chat sessions after a browser refresh.

When guest users refresh the browser window while chatting with an agent, the refresh automatically starts a new conversation and chat session. By default, guest users lose the ongoing conversation and chat session history.

You can change the default guest session behavior to let your guest users resume an ongoing
conversation and see the chat session history after a browser refresh. You can also set the
duration of the guest chat session user cookie, to let guest users resume chat sessions after
they close and reopen their browser.

## Enable resumable guest sessions {#ac-anonymous-users__section_vmf_mb1_klb}

Use the com.glide.cs.guest_session_resumable system property to change the default chat guest session behavior for guest users.  
1. Navigate to All, and in the navigation filter, enter <kbd class="ph userinput">sys_properties.list</kbd>.
2. Open the com.glide.cs.guest_session_resumable property.
3. In the Value field, enter <kbd class="ph userinput">true</kbd> to enable resumable guest chat sessions and retain the chat session history.
4. Select Update.
{#ac-anonymous-users__ol_lbb_bd1_klb}After a browser refresh, your guest users can continue their conversations with agents and see the chat session history in the chat panel.

## Change the guest chat session cookie time {#ac-anonymous-users__section_fzg_hh1_klb}

The guest chat session cookie time is the duration, in seconds, of the guest session user cookie. Use the com.glide.cs.guest_session_cookie_max_age property to change the guest session cookie time, so your
guest users can resume a chat after closing and reopening their browser.

For security reasons, the default property value is -1, which means the browser deletes the guest session cookie as soon as it closes. You can specify a maximum duration for the guest session cookie, for example, 900 seconds (15
minutes).  
1. Navigate to All, and in the navigation filter, enter <kbd class="ph userinput">sys_properties.list</kbd>.
2. Open the com.glide.cs.guest_session_cookie_max_age property.
3. In the Value field, enter the maximum duration, in seconds, for the guest session cookie.

   For example, the value <kbd class="ph userinput">900</kbd> sets the guest session cookie duration to 900 seconds
   (15 minutes). This gives your guest users time to resume a chat session after they close and reopen the browser.
4. Select Update.
{#ac-anonymous-users__ol_j23_ptl_llb}