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Live Agent Chat: Customer Idle Timeout Taking Longer Than Configured

Julkaisupäivä: Jun 4, 2026
Kuvaus

The customer's time-out is configured on the Chat Button in Setup, including a warning and a timeout for the chat visitor when they do not respond to the agent within the designated period of time. It is possible that the warning, timeout, and termination of the chat are not occurring within the timeline specified on the Chat Button, but much later. 
 

Ratkaisu

Troubleshooting Steps:

  1. Confirm the timeout configuration: Navigate to Setup → Chat → Chat Buttons & Invitations and verify the Visitor Inactivity Timeout (Warning) and Visitor Inactivity Timeout (Disconnect) values.
  2. Ask the customer if they have observed this issue consistently or intermittently — intermittent issues are more indicative of network instability on the visitor's side.
  3. Request a network trace (ping or traceroute) from the visitor's device to help confirm connectivity issues.
  4. If the issue is consistent regardless of network conditions, consider raising a support case for further investigation

Can the timeout be overridden or extended in code?
Timeout values are configured at the Chat Button level in Setup. Custom Visualforce-based chat windows may have additional client-side JavaScript logic that could affect timing.

Knowledge-artikkelin numero

000381307

 
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Salesforce Help | Article