Properties for Connect Support
Summarize
Summary of Properties for Connect Support
The Connect Support Properties page offers configuration options for managing Connect Support settings. However, it is important to note that Connect Support has been deprecated as of the Utah release. Customers are advised to transition to Advanced Work Assignment and Agent Chat for similar functionalities.
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Key Features
- Enable/Disable Connect Support: Control whether Connect Support is utilized for handling chat queue entries with the property
glide.connect.support.enabled. - Agent Conversation Limit: Set the maximum number of support conversations an agent can handle at once using
connect.support.conversationlimit. A value of -1 allows unlimited conversations. - Agent Avatar Visibility: Configure the visibility of the agent's avatar in conversations with
connect.support.showagentavatar. - Idle Timer Settings: Manage idle timers for users. Use
connect.support.idle.delayto set inactivity duration before a timer appears, andconnect.support.idle.countdownfor the countdown duration before marking a user as having left. - Closed Conversation Limit: Limit the number of closed conversations visible to support users with
connect.support.user.closed.conversationlimit. A value of 0 displays unlimited closed conversations.
Key Outcomes
By configuring these properties, ServiceNow customers can effectively manage chat interactions, monitor agent workloads, and enhance user experience in support conversations. Transitioning to Advanced Work Assignment and Agent Chat is crucial for maintaining support capabilities in light of the deprecation of Connect Support.
The Connect Support Properties page provides several configuration options specifically for Connect Support.
Starting with Utah, Connect Support has been deprecated. For similar capabilities, please move to Advanced Work Assignment and Agent Chat. For details, see Move from Connect Support to Advanced Work Assignment and Agent Chat.
| Property | Description |
|---|---|
| Should Connect be used for handling chat queue
entries glide.connect.support.enabled |
Disables or enables Connect Support. When the
property is enabled, the Service Desk Chat button in the
Employee Self-Service portal opens the conversation in Connect Support, rather than
legacy chat. Additionally, the Support tab appears in the Connect sidebar.
|
| Number of support conversations an individual agent can have at one time (-1
is unlimited) connect.support.conversation_limit |
Determines how many
support conversations an individual agent can have at one time. When the value is
set to -1, an agent can participate in an unlimited number of
conversations.
|
| Show agent avatar in Connect Support
conversations. connect.support.show_agent_avatar |
Determines whether an
agent's avatar is shown in a support conversation (enabled). When the property is
disabled, users see the agent's name only.
|
| Number of seconds to wait (without user interaction), before presenting end
users with an idle countdown timer connect.support.idle.delay |
Determines how many seconds a
user must be inactive in a support conversation before an idle countdown timer
appears.
|
| Number of seconds to count down from before marking end user as having left
their support session connect.support.idle.count_down |
Determines how many seconds
the idle countdown timer remains open after it appears. If the idle user does not
dismiss the timer before the countdown completes, the system closes the support
session.
|
| Limits the number of closed conversations that the support user can see. (0 =
unlimited) connect.support.user.closed.conversation_limit |
Determines how
many closed conversations appear in a user's support conversation history. When the
value is set to 0, all previous conversations appear in the
history.
|