Closing idle bot-to-bot conversations

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Closing idle bot-to-bot conversations

    The Time Out Abandoned B2B Conversations job automatically closes idle bot-to-bot conversations that exceed one hour of inactivity. This scheduled job runs hourly and is crucial for managing resources efficiently within the Virtual Agent API environment.

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    Key Features

    • Default Timeout: The default idle timeout for bot-to-bot conversations is set to 3600 seconds (one hour).
    • Adjustable Timeout: Administrators can customize the timeout period by adding the system property com.glide.cs.b2bconversationidletimeout in the System Property table.
    • Scheduled Job Configuration: The scheduled job can be modified to change its execution time or frequency, allowing for tailored management of idle conversations.

    Key Outcomes

    By configuring the timeout settings, administrators can ensure that idle conversations do not remain open longer than necessary, thereby optimizing performance and resource utilization in the ServiceNow environment. Adjusting the scheduled job allows for flexibility in handling bot-to-bot interactions according to business needs.

    In bot-to-bot integrations (Virtual Agent API), abandoned conversations that are "idle" for more than an hour are automatically closed by the scheduled job, Time Out Abandoned B2B Conversations. This job runs hourly each day.

    The default timeout period for abandoned bot-to-bot conversations is one hour (3600 seconds). The Time Out Abandoned B2B Conversations job closes any bot-to-bot conversations that have been open longer than one hour (3600 seconds). You (admins) can change the default timeout period for idle bot-to-bot conversations by adding the system property com.glide.cs.b2b_conversation_idle_timeout.

    The timeout value that you specify in this property applies to all bot-to-bot conversations involving the Virtual Agent.

    Change the timeout period for idle bot-to-bot conversations

    Add the com.glide.cs.b2b_conversation_idle_timeout property to the System Property [sys_properties] table to specify the length of time that an abandoned bot-to-bot conversation remains open (idle). When the Time Out Abandoned B2B Conversations job runs hourly, it closes any bot-to-bot conversations that have been idle longer than the specified time.
    1. Navigate to All, and then enter sys_properties.list in the navigation filter.
    2. Click New.
    3. On the form, fill in the fields.
      Field Value
      Name Enter the system property name:com.glide.cs.b2b_conversation_idle_timeout
      Description Enter an explanation for this property: Idle timeout period (in seconds) for all bot-to-bot conversations
      Type Select integer.
      Value Enter the number of seconds that the abandoned bot-to-bot conversations remain open, after the requester's last response.

      For example, a value of 1800 seconds (30 minutes) means that an abandoned bot-to-bot conversation remains open for 1800 seconds (30 minutes). When the Time Out Abandoned B2B Conversations job runs, it closes any conversations that have been idle longer than 1800 seconds.
    4. Click Submit.

    Change the Time Out Abandoned B2B Conversations scheduled job

    To change the time that this hourly scheduled job runs or to make other adjustments to the scheduled job:
    1. Navigate to All > System Definition > Scheduled Jobs and open the Time Out Abandoned B2B 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.

    3. Click Update.

      The job runs at the specified time and frequency.