Properties for Connect Support

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    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.delay to set inactivity duration before a timer appears, and connect.support.idle.countdown for 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.

    Important:

    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.

    These properties are available for Connect Support.
    Table 1. Properties for Connect Support

    Users with the admin role can access these properties by navigating to Connect > Support Administration > Properties.

    Note:
    The Connect Properties page contains many general Connect properties that impact Connect Support.
    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.
    • Type: true | false
    • Default value: true
    • Location: Collaborate > Support Administration > Properties
    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.
    • Type: integer
    • Default value: -1
    • Location: Collaborate > Support Administration > Properties
    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.
    • Type: true | false
    • Default value: true
    • Location: Collaborate > Support Administration > Properties
    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.
    • Type: integer
    • Default value: 120
    • Location: Collaborate > Support Administration > Properties
    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.
    • Type: integer
    • Default value: 60
    • Location: Collaborate > Support Administration > Properties
    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.
    • Type: integer
    • Default value: 0
    • Location: Collaborate > Support Administration > Properties