When do conversations timeout in messaging?

Question

When do conversations timeout in messaging?

Answer

Contrary to Zendesk Chat, a session is not a customer-facing concept in messaging. Conversations go through active and inactive states.

Active is when the end user and agents have exchanged messages in the last ten minutes. This has implications for the workload of the agent.

When the ten minutes elapse or the agent changes the ticket status to on-hold, pending, or solved, the conversation becomes inactive. This also releases the agent’s capacity.

For more information on the meaning of the active and inactive status, see this article: Using ticket tabs to manage conversations.

Note: This article specifically refers to Zendesk messaging. If you use Zendesk Chat within the Classic Support interface, see this article instead: When do chats time out?

For related information, see this article: Why does my update timestamp change when there are no system or comment updates in the event log?