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Salesforce Chat Warning "The customer isn't responding. If they don't return soon, the chat will end" With Visitor Connection

Publiseringsdato: Aug 11, 2025
Beskrivelse

In Salesforce Live Agent, there's a warning that will appear on an Agent's screen when a visitor's connection remains idle or disconnected before it terminates the chat session.
Message: "The customer isn't responding. If they don't return soon, the chat will end."

There is no way to modify the message of the warning, nor is there any way to disable it.
The default value for the warning is 40 seconds and the default value for the timeout is 110 seconds. 

This connection value only applies to the chat visitor. If a Chat Agent loses connectivity to Omni-Channel, the chat will be re-routed once the agent session expires.

Løsning

When the chat visitor isn't responding using Live Agent, you can modify the length of time until the warning and timeout occur via the Deployment page in Setup.

Keep in mind that you will not see "Enable Custom Timeouts" on the main Deployment page. You have to click "Edit" on the Deployment for that checkbox to appear. Once you check it, you will see the options to change the duration for Warning and Timeout.

For information on Messaging for In-App and Web (MAIW), see the product help here.

Knowledge-artikkelnummer

000382547

 
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Salesforce Help | Article