If we are not getting the response from Cloud to virtual agent (chat bot) within 60 seconds then bot is giving error and ending the conversation right away. - Support and Troubleshooting

If we are not getting the response from Cloud to virtual agent (chat bot) within 60 seconds then bot is giving error and ending the conversation right away. Issue Problem Using a custom topic in the virtual agent where user needs input to cloud and then cloud is sending back the response to ServiceNow, if not getting the response from Cloud to virtual agent (chat bot) within 60 seconds then bot is giving error and ending the conversation right away.

Steps to reproduce: 1. User connects to portal 2. Open virtual agent and click on custom topic 3. When user needs to input to the bot, the users does not do it in 60 seconds 4. User received 'Thank you for contacting HR Central!' and conversation is closed

Release Generic

Cause Root Cause The external LLM response timing for the specific use case was taking more than 60 seconds to return information to the virtual agent, causing the bot to end the conversation with an error. In this case, updating timeout properties solved the issue

Resolution Steps to Resolve 1. Set these properties to 180 secs: glide.http.outbound.max_timeout glide.http.timeout glide.http.connection_timeout 2. Do cache.do 3. Logout / login and reload the portal 4. Try again with the user