Exiting Chat
How to Set Up Exit Chat
Exit Chat automatically closes conversations that have been inactive for a specified period of time. This helps keep your chat queue clean and manageable by removing stale chats.
Prerequisites: This feature requires Advanced Workflow to be enabled in your account.
Configuring Exit Chat Settings
- Go to Account Setup > Workflows > Exiting Chat
- Configure settings for each group
Exit Chat Settings
| Setting | Description |
|---|---|
| Group | Select which group's chats will auto-close after inactivity. |
| Auto-close chats after | Choose how long a chat can be inactive before automatically closing. Default: 60 minutes Range: 1 minute to 1 day Note: Timeframes of 5 minutes or less do not allow warning messages. |
| Auto-close warning | Enable or disable a warning message sent to visitors 1 minute before the chat closes. |
| Auto-close warning text | Customize the message visitors see before their chat auto-closes. Example: "This chat will close in one minute due to inactivity. Please send a message if you need further assistance." |
What Counts as Activity?
The inactivity timer resets when:
- A visitor or agent sends a message
- An agent joins the chat
- The chat is answered by an agent
Important Notes
- Settings apply per group. Configure separately for each team.
- Bot chats have a separate timeout setting, configured under Workflows > Bots with a default of 24 hours.
- Very short timeouts (1-5 minutes) may frustrate visitors who are typing or researching information.
Recommended Settings
- Customer service and support engagements: 30-60 minutes
- Sales and pre-purchase engagements: 15-30 minutes
- Technical support: 60+ minutes (visitors may need time to gather information)
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