---
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


---

# Hide or show the faulted reason message in Virtual Agent

# Hide or show the faulted reason message in Virtual Agent {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Set the system properties to hide or show the faulted reason message for various Virtual Agent chat channels and pending notifications.

## Before you begin

Role required: virtual_agent_admin or admin

## About this task

By default, Virtual Agent conversations time out after two hours. For more information on adjusting timeout length, see [Closing Virtual Agent and Agent Chat conversations](https://www.servicenow.com/docs/KnWT_tQcrFaNVqf3yxEkNw "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.").

You can adjust the message that users see when the conversation ends due to timeout, using the values com.glide.cs.conversation_faulted_reason for Virtual Agent, com.glide.cs.conversation_faulted_reason.now_assist_panel for Now Assist panel, and com.glide.cs.conversation_faulted_reason.self_service for self-service portal chats. You can also change the timeout for a pending notification using the value
com.glide.cs.conversation_faulted_reason_with_pending_notification.

Setting these values to blank will use the system default message instead of showing an empty message or hiding the message entirely. You can hide or show the faulted reason message for any of the three channels, or the
pending notification with the following procedure.

## Procedure

1. Navigate to Allsys_properties.list.
2. Find the record for the channel whose message you want to hide or show.

   | Record | Message type |
   | com.glide.cs.conversation_faulted_reason.disabled | Virtual Agent chat |
   | com.glide.cs.conversation_faulted_reason.now_assist_panel.disabled | ServiceNow Otto panel |
   | com.glide.cs.conversation_faulted_reason.self_service.disabled | Self-service portal |
   | com.glide.cs.conversation_faulted_reason_with_pending_notification.disabled | Pending notification |
   |-|-|

   {#va-timeout-message-display__choicetable_ic5_ljt_hjc}
3. Set the Value to <kbd class="ph userinput">True</kbd> to hide the message, or <kbd class="ph userinput">False</kbd> to show it.  
   Note:  
   The default value is <kbd class="ph userinput">False</kbd>, and the faulted reason message is also shown by default.

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