Enable synchronous support in Virtual Agent API

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • You can support synchronous mode for your conversation with primary bot.

    Before you begin

    Role required: admin

    Ensure to exclude the Bot to Bot channel from Agent Chat.
    1. Navigate to All, and then enter sys_properties.list in the filter.
    2. Select the com.glide.cs.exclude.liveagent.support system property to open it.
    3. Add Bot To Bot to the Value field.
      Figure 1. Exclude the Bot To Bot channel from Agent Chat
      The Value field for the system property contains "Alexa,Google Assistant,Bot to Bot." These channels are excluded from supporting Agent Chat.
    4. Click Update.

    Procedure

    1. Navigate to All, and then enter sys_cs_channel.list in the navigation filter.
    2. Select the Bot to Bot record.
    3. Clear the Enable Notifications check box to disable it.
    4. Clear the Support typing indicator check box to disable it.
    5. Select the Synchronous check box.
      Figure 2. Bot to Bot channel with synchronous support enabled
      Bot to Bot channel configuration for Synchronous mode shows Enable Notifications and Support typing indicator boxes as unselected. The Synchronous box is selected.
      Note:
      If the Synchronous field is not visible, you can configure the form layout to show it.
    6. Click Update.