How to Configure Timers for Chats?

Configuring timers allows you to set control over operator response time and chat processing. The system tracks timer compliance and provides performance reports.

When You'll Need This

  • You need to set control over operator response time to client requests.
  • You need to configure automatic closure of inactive chats after a certain time.
  • You need to configure timers for group chats separately.

What's Important to Know

  • Chat timer — time in minutes after which an inactive chat can be automatically closed or transferred to another operator.
  • Operator timer — time during which an operator must respond to a client message.
  • Infinite connection for group chats — option that allows group chats not to close automatically.

Before You Start

  • You are logged in with administrator or supervisor rights.
  • You have permission to save settings (canSave).

Step-by-Step Instructions

1. Open Timer Settings

  1. Go to the Settings module through the menu or directly at /settings-page.
  2. In the side menu, find the "Settings" section and expand it.
  3. Click on "Timers" (/settings-page/op-settings/timers).

2. Enable Timer

  1. Enable the "Use timer" checkbox.
  2. After enabling, fields for configuring the timer become available.

3. Configure Timer Time

  1. In the "Time in minutes" field, enter the timer value (minimum 1 minute).
  2. This is the time after which an inactive chat can be automatically closed or transferred to another operator.

4. Configure Additional Options

  1. "Infinite connection for group chats" — enable if you need group chats not to close automatically through the timer.
  2. "Operator timeout" — enable if you need to set control over operator response time.

5. Save Settings

  1. Verify all changes made.
  2. Click the "Save" button at the top of the page.
  3. Wait for a message about successful saving.

What Happens Next

Timers are applied to all chats in the system:

  • The system tracks operator response time.
  • Inactive chats can be automatically closed or transferred to another operator after the set time.
  • Group chats do not close automatically (if option is enabled).
  • The system provides reports on timer compliance.

How to Verify Everything Worked

  • Check that the timer starts when a new chat is created.
  • Check that the system tracks operator response time.
  • Check performance reports to see timer compliance statistics.