How can I prevent Contact Center Dynamics 365 from closing the chat if the client has not responded to the agent?

"How can I stop Contact Center Dynamics 365 from closing chats when the client hasn't responded to the agent?"

To prevent Contact Center Dynamics 365 from closing chats when the client hasn't responded to the agent, you can adjust the chat timeout settings. Here are some steps to help you manage this:

Adjust Timeout Settings: Increase the timeout duration for chat sessions in the Dynamics 365 settings. By default, chats may close if there is no activity for a certain period (e.g., 15 minutes)1. You can extend this duration to give clients more time to respond.

Enable Reconnection: Configure the chat settings to allow clients to reconnect to an ongoing chat session if they return within a specified timeframe. This can help prevent the chat from closing if the client temporarily leaves the chat window2.

Monitor Chat Activity: Implement monitoring systems to track chat activity and identify any patterns or issues that may arise. This can help you understand why chats are closing and take appropriate actions to prevent it.

Agent Training: Provide regular training to your agents to ensure they are familiar with the chat platform and can handle chats efficiently. This can help reduce agent inactivity and improve overall chat management.

Client Communication: Maintain open lines of communication with your clients to address any issues they may be experiencing with the chat platform. Encourage clients to check their internet connection and reload the chat window if they experience issues.

By following these steps, you can help prevent Contact Center Dynamics 365 from closing chats prematurely and improve the overall customer experience