Introduction

Setting the activity end time for chat channels allows you to automatically close conversations that are no longer active because the customer stopped responding. This configuration helps maintain a more organized operation and prevents chats from remaining open indefinitely without activity.

In wolkvox Manager, this setting applies to chats handled by agents and covers chat channels, including web chat widgets, WhatsApp, Instagram Direct, and Facebook Messenger.

Configuration

Follow these steps to set the activity end time:

1. Click on the "Settings" icon located in the top right corner.
2. In the settings window, go to the "Omni Channel" tab.
3. Then select the "Web Chat" section.
4. Make sure the widget functionality is enabled.
5. Click on the options menu located in the top right corner of the configuration.

A general chat configuration window will open. In the "AGENT TIMEOUT" section, you will find the following field:

1. "Minutes elapsed before ending (Agent):"
   • Enter the time you want to set for the automatic end of the chat due to customer inactivity.
   • Keep in mind the allowed limits for this field:
     • Minimum: 10 minutes.
     • Maximum: 1380 minutes.
2. Click on "Save" to save the changes.