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Wait Time - Messaging
Posted May 19, 2023
Dear Community,
I am reaching out to inquire about a functionality within the messaging system. I would like to increase the customer wait time for chat sessions.
Quite often, our customers ask detailed questions that require me to gather and verify information. However, I have noticed that after a few minutes of inactivity, the chat session is automatically closed by default. If possible, could you please provide instructions or point me in the right direction to modify the session timeout settings?
Thank you in advance for your prompt attention to this matter
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2 comments
Greg Katechis
Hi Iryna! I would recommend reading through this article first to understand how this is handled. If your question is not answered in there, please let us know the specifics of your situation so that we can best assist.
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Allie
I agree with Iryna here about having the ability to adjust the timeout for chat/messaging sessions. I understand that the behavior is to timeout after 10 minutes but we should have the ability to adjust that to our business case.
My team is a Support team where they also do remote troubleshooting during a session so messages can become inactive pretty quickly if they are doing actions on the user's computer.
Please take that into consideration and allow us to make adjustments to that timeout.
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