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Salesforce Chat Customer Timeout Taking Longer Than Configured

Дата публикации: Aug 11, 2025
Описание

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. 
 

Решение

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.

Номер статьи базы знаний

000381307

 
Загрузка
Salesforce Help | Article