When do chats time out?

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15 Comments

  • Steven Cung

    I hate when the chat vanishes 

    0
  • Pavel Kolpakov

    What about customers using mobile apps? When mobile chat will be timed out? It looks like it fires after 3 minutes of no messages from both sides. If I will setup chat rescuer that will send message after certain inactivity time - the session will be timed out anyway 3 minutes after last message from customer or agent.

    Please, consider that most of the customers in our day use mobile apps. 

    3
  • Pedro Rodrigues

    20 seconds to 2 minutes is a big difference... What elements define this? Can we control it?

    It would be excellent if we could have a way to customize it (as mentioned in this feature request).

    1
  • Tomasz Domagalski

    Does the 20 minutes of the idle time also concerns in-app chats (not on website, but inside mobile app with Zendesk Chat embeddable)?

     

    0
  • Choice Crosby

    We've had users go idle, but come back throughout the day and repeatedly ask multiple questions that roll up onto one ticket. Is there any way, programmatically, that we can define or specify a time out?

    1
  • Brett Bowser
    Zendesk Community Team

    Hi Choice,

    As of right now this is not customizable so apologies there. I would recommend upvoting and cross-posting your use case in the following Chat Community Post: Feature Request: Adjust Chat Timeout Period to help provide visibility to our Chat Product Managers.

    Thanks!

    1
  • Kris Mendoza

    Brett - the link you posted does not go to the intended post.  Can you update please?

    Kris

    0
  • Brett Bowser
    Zendesk Community Team

    Updated the link.

    Thanks for the heads up Kris!

    0
  • David Spector

    These timeouts listed here at https://support.zendesk.com/hc/en-us/articles/115000084427-When-do-chats-time-out- are way too long in the case where in Online mode a visitor asks a question but the only agent is away and cannot reply. In such a case I would want to tell the visitor X seconds after their first message that they can leave their email address, send their existing message text (what they have written so far) by email, and end their chat, all by clicking a button. I'm getting good questions, but the visitor leaves unsatisfied before I am able to answer!

    0
  • Carlos

    Please improve chat triggers.I've been reading this request from 2016. Now we are in 2019. How could be almost 4 years after we still requesting this?

     

    Thank you!

    0
  • Mark Moran

    What happens in the scenario where the visitor idles the chat just as the team are looking to close for the day (end of shift).

    Then after opening hours but within the 2 minutes of idle the visitor then decides to continue the chat

    If all agents have logged off, will a visitor be able to reconnect to chat after opening hours and/or potentially could stay Queuing all night?

    Thanks 

    1
  • Mark Moran

    any response on this?

     

    0
  • Jess Hartley

    I second the question above.

    Then after opening hours but within the 2 minutes of idle the visitor then decides to continue the chat

    If all agents have logged off, will a visitor be able to reconnect to chat after opening hours and/or potentially could stay Queuing all night?

    0
  • Heather Rommel
    Community Moderator

    Hi Jess, Hi Mark,

    I am sorry I haven't had a chance to test this out - that scenario isn't as common for my teams. If the customer disconnects at all, they should go back through the department selection, if you've enabled it and it should work as it normally does.

    What's interesting is if they just don't say anything for a while, it goes one of these 2 ways:

    1. The user continues to be "active" which is categorized as moving their mouse, typing, etc -- even if it's not in the chat window.

    2. The user goes idle -- which is defined by ~20 minutes after NO moving of the mouse, typing, etc.

    If the user continues to be "active" I believe you would see that the chat would reactivate, and the system would hunt for the next available agent. If you don't have triggers (in chat) set up to handle this, yes, potentially the customer could stay Queuing until they go idle for the 20 mins. At that point, it would then create a missed Chat ticket.

    I know this may not be the best news, and it's possible it works slightly different than that but as I stated, I've been unable to test your particular scenario. I wonder if you have done any tests since you wrote last? I'd be interested!

     

    0
  • Xiaofan

    hi all:

    We need this feature when we use js-sdk in our Apps

    As we know ,Hybrid Apps gots some benefits than native ,such as individual release

    Now,when our customers go back last page, check sth,try to come back and keep chat with the agent.Guess what? the customer has losed the connection already!just because he/she close the webview(browser with chat js-sdk)


    Would zendesk please make the timeout adjustable,we what to set it to 3-5 min,when we use your js-sdk
    Thanks

    0

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