---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/conversational-interfaces

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configure messaging actions

# Configure messaging actions {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Create or modify messaging actions that are performed when an event occurs. These
actions apply only to messaging.

## Vorbereitungen

Activate the Conversational Messaging plugin (com.glide.messaging.awa). For
information on activating this plugin, see [Activate Messaging
Actions](https://servicenow-prod.fluidtopics.net/qudQ2sPwH6ydMvB4S6RCNw "You can activate the Conversational Messaging plugin (com.glide.messaging.awa) if you have the admin role.").
Role required: admin

## Warum und wann dieser Vorgang ausgeführt wird

* For the Requester Message without Agent Response event, the default length of time that elapses before an agent is sent a reminder is 30 minutes.
* For the Agent Message without Requester Response event, the default length of
  time that elapses before the conversation is set to the Closed Abandoned
  state is 2 days.

  If you're using both Virtual Agent and Live Agent, the system closes an
  abandoned live conversation based on the lowest timeout value for closing
  conversations. Be aware that other conversation timeout behavior can affect
  idle live chat timeouts, regardless of the Duration
  and Action that you specify. For details, see [Closing Virtual Agent and Agent Chat conversations](https://servicenow-prod.fluidtopics.net/PZCnjI8q9UHt1lJMt9OM6A "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.").
{#configure-messaging-actions__ul_dps_cs3_x4b}

## Prozedur

1. Navigate to AllConversational InterfacesMessagingActions.  
   * To create a new messaging action, click New.
   * To update an existing messaging action, click the messaging action.
   {#configure-messaging-actions__ul_wpt_xzg_dgb}
2. On the form, fill in the fields.  
   {#configure-messaging-actions__table_m12_pyk_t2b__entry__2}

   | Field | Definition |
   |-|-|
   | Name | Name of the messaging action. |
   | Event | Event that starts the timer: * Requester Message without Agent Response - message from a requester that has not been responded to by an agent. * Agent Message without Requester Response - message from an agent that has not been responded to by a requester. {#configure-messaging-actions__ul_r4w_fsd_2lb} |
   | Duration | Length of time that elapses after the event before the action runs. |
   | Active | Option to track the timers and perform actions. |
   | Filter Conditions | Condition the timer is evaluated for. |
   | Action | Action to perform after the duration of time has elapsed: * Prompt Agent - prompt the agent using a Workspace notification. * Prompt Requester - display system message with prompt to requester. * Reassign - clear the Assigned to field of the interaction so that it can be rerouted to another agent. * Set State - set the interaction to the given state. {#configure-messaging-actions__ul_ikf_kz1_blb} |
   | Prompt | Message displayed to requester. This field appears when you select Prompt Agent in the Action field. |
   | State | State of the interaction. This field appears when you select State in the Action field. |
   [Tabelle : 1. Messaging Action form]

   {#configure-messaging-actions__table_m12_pyk_t2b}
3. Click Submit for a new messaging action or Update to modify an existing messaging action.