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When do chats time out?



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Claire Miller

Zendesk Customer Care

Edited Jan 15, 2025


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36 comments

Does the timeout apply even when using a chatbot in the widget?

We have integrated chatbot to our livechat and noticed disconnects. 

Customer connects via chatbot - request to be handed off to an agent - chatting with a live agent
Then, Customer navigates away from chat - goes active after a minute or 2 then live chat appears to have disconnected because the customer (if using the same window) will go through the bot again. 

Is there a way to edit the timeout ?

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Nara

Zendesk Customer Care

Hi Sarah, thanks for the question. At this time, even if using a bot, chat sessions will still time out in the cases mentioned in this article between 20 seconds and 2 minutes if the user is no longer on a page in which the widget is active. At this time, there is no way to edit the session timeout value.

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Please add End a chat session to messaging. 

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Shawna James

Community Product Feedback Specialist

Hey Rosana, thank you for taking the time to provide us with your feedback here. If you are interested, you can post your feature request update here, in our product feedback forum. This forum is regularly monitored by PM's and is our central place to make product feedback suggestions for our Chat and Messaging product. Here is our feedback template to help get you started. Thanks again!

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Brandon Taylor

Zendesk Luminary

The behavior of not being able to close a messaging chat is frustrating as I'd like each instance of a chat to be it's own ticket for our use case.

What I've setup is a checkbox to “Close Overide” the ticket by using a trigger to set the status to closed instead of solved. This will cause a new chat to start over in the chat process. This may not be ideal for all users, but for us it solved the problem:

 

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The option to end chat from end user side is much make sense,  Live chat concept and functions are more  useful than the Messaing which includes this End Chat option. 

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