---
sourceDocument: Brazil Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces
Release :
- brazil
ft:locale :
- en-US
ft:publication_title :
- Brazil Conversational Interfaces
ft:clusterId :
- convint
bundleId :
- convint
workflow :
- Platform
---
# Closing Virtual Agent and Agent Chat conversations
# Closing Virtual Agent and Agent Chat conversations {#ariaid-title1}
Release version: Brazil
Updated September 10, 2026
 3 minutes to read
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## Summary of Closing Virtual Agent and Agent Chat conversations
Virtual Agent and Agent Chat conversations abandoned by requesters remain open until they are automatically closed by the scheduled jobTime Out Abandoned VA Conversations, which runs hourly.
By default, conversations time out after two hours (7200 seconds) of inactivity.
This process applies to all supported Virtual Agent and live agent chat channels, including Microsoft Teams, Slack, and SMS messaging.
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## Adjusting Timeout Periods
Administrators can customize the timeout period for closing abandoned conversations by setting the system property **com.glide.cs.conversationidletimeout**. This integer property defines how long (in seconds) an idle conversation remains open before being closed by the scheduled job. The timeout value should be less than 7200 seconds to align with the hourly job schedule. For example, setting this to 1800 seconds means conversations idle for 30 minutes will be closed at the next job run.
## Channel-Specific Timeout Overrides
If you operate multiple chat channels, you can override the global timeout setting per channel by configuring the **Conversation Idle Timeout** field in the Messaging Channels (syscschannel) table. This allows different channels to have customized idle timeouts that the scheduled job respects.
## Modifying the Scheduled Job Timing
You can change the time or frequency at which the **Time Out Abandoned VA Conversations** job runs by editing its scheduled job record under **System Definition \> Scheduled Jobs**. Adjustments can include changing the exact run time, interval frequency, and start date to better fit your operational needs.
## Conversation Closing via Phrases
For Virtual Agent conversations using NLU/keyword or LLM-based chat, users can close conversations by entering phrases such as "Bye" or "Exit". If the chat does not close on these phrases, verify that the NLU model or LLM setup topics are properly published and assigned.
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](https://www.servicenow.com/docs/access?context=t_AddAPropertyUsingSysPropsList&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US)
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 messaging channels (such as SMS). For details, see [Change the timeout period for Virtual Agent and live agent conversations](https://www.servicenow.com/docs/KnWT_tQcrFaNVqf3yxEkNw#va-open-conversations__section_sjj_wy2_cmb).
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](https://www.servicenow.com/docs/KnWT_tQcrFaNVqf3yxEkNw#va-open-conversations__section_yd3_fgp_14b).
If needed, you can also change the time at which the Time Out Abandoned VA Conversations job
runs.
Note:
If you're using NLU/keyword, you can initiate the Closing Conversation topic with phrases tied to the intent (End Conversations) such as Bye or Exit. If the chat isn't closing when you enter an appropriate phrase, the NLU model for the setup topics might not be published or assigned.
Closing the conversation in an LLM chat works similarly to NLU/keyword chat. You enter a phrase such as
Bye or Exit, the LLM recognizes the statement, and closes the conversation.
## Change the timeout period for Virtual Agent and live agent conversations {#va-open-conversations__section_sjj_wy2_cmb}
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.
1. In the navigation filter, enter sys_properties.list.
2. Select New.
1. Complete these fields:
{#va-open-conversations__table_k4d_c1t_wlb__entry__2}
| Field | Value |
|-|-|
| Name | Enter the system property name: com.glide.cs.conversation_idle_timeout |
| Description | Enter an explanation for this property: Idle timeout period (in seconds) for all conversations |
| Type | Select integer. |
| Value | Enter the number of seconds that abandoned Virtual Agent or Live Agent conversations remain open, after the requester's last response. This value must be less than 7200 seconds, since the Time Out Abandoned VA Conversations job runs every 3600 seconds (hourly) to close idle conversations. For example, a value of 1800 seconds (30 minutes) means that an abandoned conversation remains open for 1800 seconds (30 minutes). When the Time Out Abandoned VA Conversations job runs, it closes any conversations that have been idle longer than 1800 seconds. |
[ ]
{#va-open-conversations__table_k4d_c1t_wlb}
2. Select Submit.
{#va-open-conversations__ol_aq4_11t_wlb}
## Override the conversation timeout period by channel {#va-open-conversations__section_yd3_fgp_14b}
You can set the conversation timeout value for a channel by adding a channel-specific
conversation timeout value that overrides the com.glide.cs.conversation_idle_timeout property. When the Time Out Abandoned VA Conversations job runs
hourly, it closes any Virtual Agent or Live Agent conversations in
the channel that have been open longer than the specified
time.
1. In the navigation filter, enter sys_cs_channel.list.
2. In the Messaging Channels table, locate the channel record to be changed and double click the Conversation Idle Timeout field.
3. Enter the number of seconds that abandoned Virtual Agent or Live Agent conversations remain open in the channel, after the requester's last response.
For example, a value of 1800 seconds (30 minutes) means that an abandoned
conversation in the channel remains open for 1800 seconds (30 minutes). When the
Time Out Abandoned VA Conversations job runs, it closes any
conversations that have been idle longer than 1800 seconds.
4. Save the value.
{#va-open-conversations__ol_v3s_ljp_14b}
## Change the Time Out Abandoned VA Conversations scheduled job {#va-open-conversations__section_ufy_x4f_cmb}
To change the time that this hourly scheduled job runs or to make other adjustments to the scheduled job:
1. Navigate to AllSystem DefinitionScheduled Jobs and open the Time Out Abandoned VA Conversations record.
2. In the Scheduled Script Execution form, change the Time at which the scheduled job runs. Or, depending on how you want to adjust the timing, change other fields in the form as needed.
For example, to change the interval at which the job runs, in the
Run field, select Periodically. You then
specify the Repeat Interval (Days and
Hours) that the job runs and the Starting date
for the interval. For a description of the other fields that you can change in this form, see
[Automatically run a script of your
choosing](https://www.servicenow.com/docs/access?context=t_ScheduleAScriptExecution&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US).
3. Select Update.
The job runs at the specified time and frequency.
{#va-open-conversations__ol_fgx_pft_1mb}
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