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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

Publiceringsdatum: May 26, 2026
Beskrivning

In Salesforce Chat, a warning appears on the agent's screen when a visitor's connection becomes idle or disconnected before the chat session ends.
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.

Lösning

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-artikelnummer

000382547

 
Laddar
Salesforce Help | Article