Conversation reminders

When ending a conversation with a website visitor, the agent is required to manually disconnect the conversation using /dc or /disconnect. When the agent does not disconnect from the conversation, they will be unavailable for future chat requests.

To remind agents to disconnect, the Idle Conversation Reminders feature was introduced. If a website visitor has not sent a message within 5 minutes, a reminder message will be sent to the agent:

No response received for 5 minutes – please disconnect if needed or keep the chat open

When the visitor replies, the 5-minute timer will be reset. If the visitor does not respond, the agent will receive the reminder every 5 minutes.