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Topic

    Zahra Alkaf
    15-minute limit for session expiry
    Topic posted October 29, 2019 by Zahra AlkafGreen Ribbon: 100+ Points 
    37 Views, 6 Comments
    Title:
    15-minute limit for session expiry
    Content:

    Experts,

    I see in this document that there is 15-minute limit for the conversations between the chatbot and the agent in rightnow. After 15 minutes of idle time, the conversation expires automatically. Can this limit be increased? How?

    Thank you,

    Zahra

    Comment

     

    • Grant Ronald

      "An expired action for when a session expires after 15 minutes or the number of minutes specified by the System channel's Session Expiration value, whichever comes first."

      I believe what happens is that when the Service Cloud sends a "you are person X in the queue" that timeout is reset - so you can be in the queue for > 15 minutes

       

    • Grant Ronald

      The above text in the documentation is correct in that if for some reason the connection to service cloud fails, it would be "cleaned up" in 15 minutes

    • Zahra Alkaf

      Thank you Grant. The session also expires when the agent accepts the conversation but sits idle for 15 minutes. Can this be cnahged?

      Regards,

      Zahra

    • Grant Ronald

      YEs - I believe this is the purpose of the setting - if the agent doesn't reply for 15 minutes it timesout - seems reasonable?

      • Zahra Alkaf

        Sorry if I wasn't clear, but I was wondering how we can increase that limit to 30 minutes or even more?

    • Grant Ronald

      As far as I can see the 15 minute time is hard coded on the ODA side - that is the time ODA will wait and NOT hear from the client, that the channel will be timed out - I don't know if there is anyway to configure that the agent is forced to send a message within 15 minutes, or that service cloud will automatically send something - you'd have to look at the SvC doc - I don't see any setting.