Abdandoned Conversation Handler does not fault the Notification conversations - Known Error

Abdandoned Conversation Handler does not fault the Notification conversations Description Conversations of type=notification will not be closed properly by the Time Out Abandoned VA Conversations scheduled job. This job looks for active conversations which haven't been updated recently and will fault them. The chat server code will only properly fault conversations with interactions but starting in Quebec conversations of type=notification do not have interactions.

In this scenario, these conversations will have many "It seems you have left the conversation." messages because the abandoned job starts but does not fully fault the conversation. This can pose a risk to the node because of the way VA attempts to batch messages - these messages could fill up an instance node's memory and potentially cause a node restart.

Steps to Reproduce

In situations where conversations of type=notification are not being closed immediately, it is possible the requestor is presented with an actionable notification and does not do anything.

The Time Out Abandoned VA Conversations scheduled job is not able to fault the conversation.

Workaround This problem is under review and targeted to be fixed in a future release. To receive notifications when more information becomes available, subscribe to this Known Error article by clicking the Subscribe button at the top right of this form.

If your instance is affected and an upgrade is not possible yet, contact Technical Support to move the notification conversations to to state=faulted.