---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/conversational-interfaces

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configure asynchronous chat for the web channel

# Configure asynchronous chat for the web channel {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Set the chat widget as a messaging channel for asynchronous chat.

## Before you begin

Role required: virtual_agent_admin or admin

## About this task

The base system web channel, mweb, is automatically configured as a chat channel for
web and mobile clients. To use the web channel as a messaging channel, change the
channel Type in the Messaging Channel \[sys_cs_channel\]
table.

## Procedure

1. Navigate to All and in the Navigation filter, enter <kbd class="ph userinput">sys_cs_channel.list</kbd>.
2. In the Messaging Channel form, select the mweb record and double click the Type field.
3. Change the Type to Messaging.
4. Save the value.

## Result

The mweb channel is set to messaging mode. To help manage long-running conversations, the system automatically performs certain messaging actions in messaging mode:

* Requester message without agent response (agent experience): If an agent hasn't responded to a requester within 30 minutes, the agent receives a reminder that a message from an end user needs a response.
* Agent message without requester response: If a requester hasn't responded to an agent message after two days, the conversation state in the Interaction record is automatically set to closed abandoned.
{#configure-async-web__ul_fh1_1gz_cqb}

For more information on messaging actions, see Configure messaging actions. For details on Virtual Agent
and Live Agent idle conversation timeouts and conversation states,
see [Closing Virtual Agent and Agent Chat conversations](https://servicenow-prod.fluidtopics.net/mqMgKoNj8lMwB7caplYo9w "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.") and [Virtual Agent interaction records](https://servicenow-prod.fluidtopics.net/ZuuRpg0W0qr6qLZSr9CEqA "Each time a Virtual Agent conversation occurs, an interaction record captures the entire conversation in the Interactions [interaction] table. The record includes all topic elements used in the conversation, as well as live agent transfers.").