Chat transcript is not copying to Interaction record immediately after interaction is closed, when post chat survey is not completed Issue The chat transcript is not copying to Interaction record immediately after the interaction is closed, when there is a post-chat survey that is not completed. Even though the interaction is closed, no transcript of the conversation is copied to the interaction record for almost 3 hours. If the client does complete the survey, the transcript is copied to the interaction record immediately.ReleaseAll VersionsCauseThis is expected behavior. When the surveys are not filled it keeps the "sys_cs_conversation" record of the interaction open. If the survey is not filled out by the end-user, the scheduled job "Time Out Abandoned VA Conversations" runs to closes the abandoned VA conversations. https://<instance-name>.service-now.com/nav_to.do?uri=sysauto_script.do?sys_id=b9af85d2c37213009cbbdccdf3d3ae95 Once the scheduled job closes the "sys_cs_conversation" record for the affected interaction, it populates the "transcript" from the backend code. The scheduled job decides to close a conversation based on the value of the "com.glide.cs.conversation_idle_timeout" system property, and the last updated time of the conversation (sys_cs_conversation) record. Please see the official documentation via the URL below: https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/virtual-agent/concept/va-open-conversations.html The system uses the formula below to decide if the conversation is idle and it should be closed: Last Updated Time of the conversation is older than (current time - value of the com.glide.cs.conversation_idle_timeout system property) For example:If the value of the com.glide.cs.conversation_idle_timeout system property is 3600 seconds (1 hour) If the current time is 9 AM ET, when the scheduled job runs, it will close the conversations that are in the "Open" or the "Chat in progress" state and last updated before 8 AM ET. The idle in this context means is the last response the Virtual receives from the end-user.The response could be a text message during the live chat or clicking a control such as choosing an option from the choice list in a Virtual Agent topic. The conversation is updated after each user response, the system decides if the conversation is idle based on the updated field of the conversation. ResolutionDecreasing the idle time for the property "com.glide.cs.conversation_idle_timeout" will shorten the time that the scheduled job runs to close open or abandon conversations. However, please keep in mind that it will affect all Virtual Agent conversations, so may not want to have it too low, to give some users more time to communicate with the Virtual Agent.