Closing Virtual Agent and Agent Chat conversations

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Closing Virtual Agent and Agent Chat conversations

    Virtual Agent and Agent Chat conversations that are abandoned by requesters remain open until automatically closed by a scheduled job calledTime Out Abandoned VA Conversations. This job runs hourly and closes conversations that have been idle longer than a configured timeout period. By default, the timeout period is two hours (7200 seconds).

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    Configuring Timeout Periods

    As a ServiceNow administrator, you can customize when abandoned Virtual Agent and Live Agent conversations are closed by adjusting timeout settings:

    • Global Timeout: Add or modify the com.glide.cs.conversationidletimeout system property to set the idle timeout (in seconds) that applies to all supported Virtual Agent and Live Agent channels, including chat platforms like Microsoft Teams, Slack, Workplace from Facebook, and messaging channels such as SMS. The timeout must be less than 7200 seconds because the scheduled job runs hourly.
    • Channel-Level Timeout Override: For environments using multiple chat channels, you can specify a channel-specific idle timeout that overrides the global property. This is done by editing the Conversation Idle Timeout field in the Messaging Channels (syscschannel) table for the given channel.

    Scheduled Job Timing

    You can also modify when the Time Out Abandoned VA Conversations job runs:

    • Navigate to the Scheduled Jobs list and open the job record.
    • Adjust the execution time or frequency as needed, including changing the interval and start date.
    • This flexibility allows you to align conversation closing with your operational requirements.

    Additional Notes

    • In setups using Natural Language Understanding (NLU) or keyword-based chat, users can close conversations by typing phrases like "Bye" or "Exit," which trigger the Closing Conversation topic tied to the "End Conversations" intent.
    • Similarly, conversations in Large Language Model (LLM) chat can be closed using recognized closing phrases.
    • If the chat does not close after entering an appropriate phrase, ensure that the NLU model is published and assigned correctly.

    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.

    The default timeout period for abandoned Virtual Agent and live agent conversations is two hours (7200 seconds). The Time Out Abandoned VA Conversations job runs hourly to find and close any conversations that have been open longer than the default (or configured) timeout period.

    As admins, you can change the default timeout period for closing Virtual Agent and live agent conversations by adding the system property com.glide.cs.conversation_idle_timeout. The timeout value that you specify in this property applies to all conversations in supported Virtual Agent and live agent channels, including chat channels (such as Microsoft Teams, Slack, and Workplace from Facebook) and messaging channels (such as SMS). For details, see Change the timeout period for Virtual Agent and live agent conversations.

    If you're using Virtual Agent and Agent Chat on multiple chat channels, you can add a channel-level idle timeout value that overrides the timeout value set in the com.glide.cs.conversation_idle_timeout property for chat channels. For details, see Override the conversation timeout period by channel.

    If needed, you can also change the time at which the Time Out Abandoned VA Conversations job runs.

    Note:
    If you're using NLU/keyword, you can initiate the Closing Conversation topic with phrases tied to the intent (End Conversations) such as Bye or Exit. If the chat isn't closing when you enter an appropriate phrase, the NLU model for the setup topics might not be published or assigned.

    Closing the conversation in an LLM chat works similarly to NLU/keyword chat. You enter a phrase such as Bye or Exit, the LLM recognizes the statement, and closes the conversation.

    Change the timeout period for Virtual Agent and live agent conversations

    Add the com.glide.cs.conversation_idle_timeout property to the System Property [sys_properties] table to specify the length of time that an abandoned Virtual Agent or Live Agent conversation remains open (idle). When the Time Out Abandoned VA Conversations job runs hourly, it closes any Virtual Agent and Live Agent conversations that have been open longer than the specified time.

    1. In the navigation filter, enter sys_properties.list.
    2. Click New.
      1. Complete these fields:
        Field Value
        Name Enter the system property name: com.glide.cs.conversation_idle_timeout
        Description Enter an explanation for this property: Idle timeout period (in seconds) for all conversations
        Type Select integer.
        Value

        Enter the number of seconds that abandoned Virtual Agent or Live Agent conversations remain open, after the requester's last response. This value must be less than 7200 seconds, since the Time Out Abandoned VA Conversations job runs every 3600 seconds (hourly) to close idle conversations.

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

    Override the conversation timeout period by channel

    You can set the conversation timeout value for a channel by adding a channel-specific conversation timeout value that overrides the com.glide.cs.conversation_idle_timeout property. When the Time Out Abandoned VA Conversations job runs hourly, it closes any Virtual Agent or Live Agent conversations in the channel that have been open longer than the specified time.

    1. In the navigation filter, enter sys_cs_channel.list.
    2. In the Messaging Channels table, locate the channel record to be changed and double click the Conversation Idle Timeout field.
    3. Enter the number of seconds that abandoned Virtual Agent or Live Agent conversations remain open in the channel, after the requester's last response.

      For example, a value of 1800 seconds (30 minutes) means that an abandoned conversation in the channel remains open for 1800 seconds (30 minutes). When the Time Out Abandoned VA Conversations job runs, it closes any conversations that have been idle longer than 1800 seconds.

    4. Save the value.

    Change the Time Out Abandoned VA 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 VA 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.