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Chat inactivity: how it works

Jacob Firuta
6 min read
updated: Oct 4, 2023

Use inactivity timeouts to automatically transfer a visitor to another available agent if the first agent has not replied for some time, make a chat inactive and close a chat after a set amount of time.

Thanks to it you can be sure a customer doesn’t get stuck with an agent who is away from their desk and had forgotten to log out.

If you are on Team, Business or Enterprise plan, you can adjust the inactivity timeouts in settings. For customers using our Starter plan LiveChat automatically applies default values.
If you are on Team, Business or Enterprise plan, you can adjust the inactivity timeouts in settings. For customers using our Starter plan LiveChat automatically applies default values.

Types of inactivity timeoutsLink icon

There are three types of inactivity timeouts: transfer the visitor to another agent, make the chat inactive and close the chat. Each one can be adjusted in Settings.

Transfer the visitor to another agentLink icon

This rule applies only at the beginning of a chat (so before an agent sends the first message to a customer). If a customer doesn’t receive a reply for a set amount of time, the chat will be transferred to the next available agent.

If the agent starts to type a message to the customer, the inactivity timer is stopped.
If the agent starts to type a message to the customer, the inactivity timer is stopped.

If the next agent won’t be able to reply either, the customer will be transferred again. But the customer will never be transferred to an agent they’ve already been connected to.

Chat transferred due to inactivity

If you have a lot of chats at the same time and you want to avoid the transfer, you can always let the visitor know that you will get back to them in a minute. This way, the visitor knows what to expect and won’t get bounced to another agent.

Transfer the visitor to another agent rule is set to 3 minutes by default for users of the Starter plan. Users on Team, Business and Enterprise plans can set time in Settings.
Transfer the visitor to another agent rule is set to 3 minutes by default for users of the Starter plan. Users on Team, Business and Enterprise plans can set time in Settings.

Make the chat inactiveLink icon

This rule applies when a chat has already started (both agent and customer sent at least one message). When both sides don’t send any messages for a set amount of time, the chat becomes inactive. All inactive chats are greyed out. If a customer messages you, the chat becomes active again.

The inactivity timer is also stopped if the agent starts to type a message to the customer. It will be restarted once the agent stops typing or sends a message.
The inactivity timer is also stopped if the agent starts to type a message to the customer. It will be restarted once the agent stops typing or sends a message.

Inactive chat

Inactive chats vs. concurrent chats limitLink icon

Inactive chats don’t count towards the maximum number of concurrent chats an agent can have. Which means that sometimes an agent can end up with more chats than their set limit.

Make the chat inactive rule is set to 10 minutes by default for users of the Starter plan. Users on Team, Business and Enterprise plans can set time in Settings.
Make the chat inactive rule is set to 10 minutes by default for users of the Starter plan. Users on Team, Business and Enterprise plans can set time in Settings.

Close the chatLink icon

When both sides don’t send any messages for a set amount of time, the chat is automatically closed. You can still see it on the chat list, but it will be greyed out, and you won’t be able to send any messages.

Close the chat due to inactivity

Set inactivity timeoutsLink icon

You can set the time it takes to transfer the visitor to another agent, make the chat inactive or close the chat by adjusting inactivity timeouts.

Here’s how to do it:

  1. Log in to LiveChat. Go to Settings → Chat settings → Inactivity timeouts.

Set inactivity timeouts in LiveChat

  1. Check the box next to the rule you want to turn on.

Make the chat inactive checkbox

  1. Set the time (in minutes).

Set the time for inactivity timeout

  1. Click on Save changes.

Save changes made to inactivity timeout settings

Inactivity message: Ask for emailLink icon

You can set up an automatic message to be sent to the customer when an agent does not respond within a set amount of time. With this in place, you can collect your customers’ contact info even at the busiest of times and get back to them via email, showing them they can rely on you.

Automatic message when agent does not respondLink icon

The automatic reply triggers only when an agent does not reply to a customer’s first message.
The automatic reply triggers only when an agent does not reply to a customer’s first message.

To set up the automatic inactivity message

1
Go to Settings>Forms>Ask for email
2
In the When not responding tab select Send a message when an agent doesn’t respond.
3
Next, specify an amount of time after which the automatic message should be sent. Make sure it is shorter than the inactivity timeout for closing the chat.
4
Edit the message text to reflect the workflow and the tone of voice of your company. You will be able to see a preview in the chat widget on the right.
5
If you don’t want to ask for your customer’s email, untick this option.
6
Otherwise, next add a confirmation message in the Confirmation text field. This will pop up after the customer has responded to the Message text.
7
Select Save changes, and you’re done.

The email the customer provided will be visible in the chat.

Automatic message when agents are offlineLink icon

When your chat widget availability is set to always, a customer can start a chat when your agents are offline. When your agents reply to such a message, it is sent as a notification to the email address provided by the customer. So when a customer sends a message while your agents are offline, there is an automatic message in the chat widget asking the customer to provide or confirm their email address. You can edit this message in Settings>Forms>Ask for email.

1
Select the When offline tab.
2
Edit the message text to reflect the workflow and the tone of voice of your company. You will be able to see the preview in the chat widget on the right.
3
Edit the confirmation message. You will be able to see a preview in the chat widget on the right.
4
Select Save changes.

Now, when a customer provides their email address, it will be displayed in the customer’s details section of the Chats view.

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