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            Set Up Abandoned Chat Timeouts

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            Set Up Abandoned Chat Timeouts

            Configure a timeout that moves abandoned messaging sessions to an inactive state when customers leave a conversation by closing their browser or tab, navigating away from the page, or losing their connection.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
            X icon This article doesn’t apply to: Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            User Permissions Needed
            To set up this feature:

            Customize Application

            AND

            Modify Metadata Through Metadata API Functions
            To modify permission sets and profiles:

            Manage Profiles and Permission Sets

            Considerations and Limitations

            • This feature applies only to conversations with service reps. Sessions that include bots or Automated Service Agents (ASAs) aren’t moved to an inactive state while those participants are present.
            • Because this feature is event-based, the timeout typically takes an additional 1 to 2 minutes to process. For example, if the timeout is set to 10 minutes, the session can become inactive between 10 and 12 minutes after inactivity.
            • When a customer abandons a chat that's already accepted by a service rep, the session becomes inactive after the timeout. The chat transcript becomes read-only, and the service rep can't send messages. A system message indicates that the session is inactive.
            • On mobile web and Mobile SDK clients, if a customer locks their device or moves the app or browser to the background, the app disconnects from the server. The system considers the chat abandoned, which triggers the timeout period and makes the session inactive when the timer ends.

            Turn On Abandoned Chats

            1. From Setup, in the Quick Find box, enter Messaging Settings, and then select Messaging Settings.
            2. To edit the channel you want to work with, click the arrow next to the channel name, and then select Edit.
            3. On the Enhanced Chat settings page, in the Abandoned Chats section, select Automatically remove abandoned chats.
            4. For Minutes to Timeout, enter between 2 and 30 minutes to wait before changing the session to an inactive state.
            5. Save your changes.
            6. In Embedded Service Deployment Settings, click Publish to apply the changes.
             
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