How to Set Inactivity Timeouts in Chat Assignment

Definition

Inactivity Timeout is a setting that automatically changes the status of a chat if there is no response within a defined period. It ensures that unattended chats are reassigned and that inactive conversations are closed appropriately.

Steps to Set Inactivity Timeouts

1. Access Chat Assignment Settings

• Log in to Geta.ai.
• Go to Settings.
• Navigate to the Chat Assignment section.
• Select Inactivity Timeout.

2. Enable Inactivity Timeout

You will see two toggles:

✅ Unattended Chat Timeout

• If an agent does not reply within a set time, the chat is marked as Unattended.
• The Round-Robin assignment method will not work since the chat remains assigned to the agent.
• This is useful for tracking agent productivity.
• Set the timeout duration in hours and minutes.

✅ Closed Chat Timeout

• If a customer does not respond for a defined period, the chat is marked as Closed.
• The chat status will automatically update to Closed.
• Set the timeout duration in hours and minutes.

3. Save Changes

• After configuring the timeouts, click on Save to apply the settings.

Next Steps

📌 Monitor Chat Status – Check if chats are correctly reassigned or closed.
📌 Optimize Agent Productivity – Use this feature to track agent responsiveness.

Now, your inactivity timeout settings will ensure smoother chat handling and better user experience! 🚀