When do chats time out?

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  • Sarah dela Rosa

    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 ?

  • 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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