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Salesforce Chat Customer Timeout Taking Longer Than Configured

Date de publication: Aug 11, 2025
Description

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. 
 

Résolution

The warning, timeout, and termination of the chat are not occurring as configured because of an unstable network connection on the visitor's side. If the network connection becomes unstable, it can cause an issue with the timer for the timeout and essentially resets it once the visitor's connectivity is re-established. Hence, a longer idle timeout is expected if visitors have network problems.

Numéro d’article de la base de connaissances

000381307

 
Chargement
Salesforce Help | Article