Understanding Virtual Assistant Timeout Settings

This guide explains managing timeout settings for your Virtual Assistant (VA) interactions. We'll focus on situations

1. Before connecting to live agent

2. After connecting to live agent

1. Before connecting to a live agent:

By default, the VA remembers your conversation for 24 hours. So, if you come back within that timeframe, you can pick up right where you left off.

Want a shorter timeout?

We understand that 24 hours might be a bit long for some. You can adjust this timeout to a shorter period, like 2 or 1 hour. This way, inactive chats are cleared out faster.

How to Change the Timeout:

To make this change, there are two things involved:

System Property: There's a setting called "com.glide.cs.conversation_idle_timeout" that controls the timeout duration.

Scheduled Job: A background process named "Time Out Abandoned VA Conversations" needs to be updated to run regularly and clear out inactive chats according to the new timeout.

If the property does not exist you can create one. The OOB setting of the property is 24 hours in seconds [Integer - 86400]. Similarly, the job has to be configured periodically.

2. After connecting to the live agent

This section explains how the system handles situations where a user is connected to a live agent via chat but becomes unresponsive.

Reminder Timeout (com.glide.cs.idle_chat_reminder_timeout )This property determines how long the system waits (default 180 seconds or 3 minutes) before sending a reminder message to the user to nudge them to continue the chat.

Cancellation Timeout (com.glide.cs.idle_chat_cancel_timeout )This property defines the maximum inactivity period (default 360 seconds or 6 minutes) allowed before the chat session automatically cancels.

Scheduled job - (2 minutes for the scheduled job "Idle Chat Timer Task") seems to be working well for this scenario, so no adjustments appear necessary at this time.

Thanks!

Murali