ServiceNow timeout settings for virtual agent chat
After connecting to live agent
User is connected to live agent and not responding to live agent chat or distracted. The below properties controls the timeout settings, the OOB settings for reminder is [180 sec] and for cancelling the chat is [360 sec]. The job is default configured to 2 min so I believe no tweaking is required here.
Property - com.glide.cs.idle_chat_reminder_timeout
Scheduled job - Idle Chat Timer Task