While you are chatting with a customer, it happens that you wait for a long time for the customer to send a new response. With Comm100 Live Chat, you can set up a timer to automatically stop the chat if a customer has been inactive for a long time. The customer will receive notifications before and after the chat ends.
For example, you set a timer of 20 minutes to end inactive chats. When the idle time of the customer reaches 10 minutes, a system message will appear in the chat window reminding the customer that the chat is about to end; after another 10 minutes, another system message will be sent to the customer indicating that the chat has been ended. The timer renews automatically if the customer reads the message and sends a new response during this period.
- The setting for ending inactive chats automatically does not work for chats with a Chatbot. When a Chatbot chats with a customer, the chat ends automatically if the customer does not send response within 1 hour.
- You can customize the reminder messages shown to visitors. To customize the messages, go to Live Chat > Campaign > Language > Customization. To learn more about the detailed steps, see this article.
Step by Step Instructions
To set up the timer to stop inactive chats automatically, follow these steps:
- Log in to your Comm100 account.
- From the left navigation menu, go to Live Chat > Campaign > Chat Window. If you are using multiple campaigns, choose the correct campaign from the drop-down list.
- On the Chat Window page, expand the Advanced section.
- Select the Automatically end chats if visitors don’t respond within check box, and choose the time period from the drop-down list.
- Click Save.
