New feature: idle timeout

What do you do when customers forget to close the chat?

We have introduced a new feature of IDLE-TIMEOUT, that automaticalley ends chats if there are no actions between agent and chat user after a preset time.

"Actions" include:

  • writing a message
  • sending a message
  • receiving a message
  • focus, i.e. chat window in the foreground ("peephole" feature).

Starting from June 22nd we will set for every LiveHelp account a default time of 5 minutes: Business accounts will be able to change it, into the Admin dashboard: Departments > Edit properties.
We suggest to set a time lower than the current difference between total chat duration and actual chat duration: these data can be inferred as average values in the Performance page of the Admin dashboard.

Chat with us for custom advice.

- EN