Customer context: An admin is managing their customer service team's LiveAgent dashboard and observes that live chats can remain in the last agent's queue for extended periods, sometimes over 30 minutes. They want to know if there's a way to limit the wait time for a chat.
Customer question: Is there a way I can limit wait time for a chat that stays in an agent's queue for too long?
Solution: Yes, you can limit chat wait times in LiveAgent by configuring the "Queue threshold to trigger the offline scenario" setting for your chat buttons. This allows you to automatically switch your chat button to the offline scenario when the number of visitors waiting in the queue of the button's department reaches a specified limit (between 1 and 100). To set this up, go to Configuration > Chat > Chat buttons, select the desired button to edit, and navigate to the "Online scenario" section. Here, set the queue threshold. Once the threshold is reached, the chat button will switch to the offline scenario, which you can configure in the "Offline scenario" section. This helps prevent long queues and improves customer experience. For more details, visit: Queue threshold to trigger the offline scenario - explanation.