Visitor chat status and waiting
Show visitors whether chat is connecting, waiting for an operator, active, ended or recovering from a lost connection.
What it is
The visitor pane changes as chat connects, waits for an operator, becomes active or ends. It also handles temporary connection loss and configured inactivity warnings. These messages help visitors decide whether to wait, continue or use another available action.
Who uses it and why
Visitors follow the status and available next actions. Operators accept and end chats through their conversation controls; visitors see the resulting changes in the pane.
Where to find it
Status appears in the visitor pane. Someone with the Settings role can configure wording and warnings in Settings › Chat › Themes and expiry policy in Settings › Chat › General Settings.
How it works
- INSIDE connects and checks the available assistants. A temporary interruption is treated separately from confirmed unavailability.
- If the conversation is queued, the pane can show its position and an estimated wait. Configured queue actions can offer other help.
- When an operator takes the chat, the waiting message gives way to the conversation. A queue position of zero triggers the operator-taking-chat message.
- Ending chat can require confirmation. The pane can then offer Start a new chat, subject to the current entry rules.
When connectivity returns, INSIDE attempts to reconnect and refresh the conversation. Returning after idle also refreshes availability. The pane ignores queue updates after the visitor has ended the chat.
If Enable System Chat Expiry Warning is active, an inactivity warning displays a countdown. Select Extend Session, or press Space while that warning is active, to request more time. The heading and button text can be customised.
Configure it
In Themes, use Chat Pane › Messages for Chat Queue Message. The position and time placeholders available in the editor insert the current position and estimated wait in minutes.
Use General › Messages for System Chat Expiry Warning and Visitor Chat Expiry. Configure each policy separately. Use General Settings for Offline Chat Expiry (secs). Queue alternatives and appointment wording come from their own setups.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Chat Queue Message | Settings › Chat › Themes › Chat Pane › Messages | website | Not set: no theme queue message | Settings role | Set the waiting message, optionally including the visitor's queue position and estimated wait. |
| Enable System Chat Expiry Warning | Settings › Chat › Themes › General › Messages | website | Off when not configured | Settings role | Show an inactivity countdown with an action to extend the session when a warning is received. |
| Seconds | Settings › Chat › Themes › General › Messages | website | 25 seconds when no warning duration is supplied | Settings role | Set the fallback duration for the System Chat Expiry Warning; a received countdown can supply the remaining time. |
| Enable Visitor Chat Expiry | Settings › Chat › Themes › General › Messages | website | Off when not configured | Settings role | Enable the configured visitor chat expiry policy and its warning. |
| Offline Chat Expiry (secs) | Settings › Chat › General Settings | website | 300 seconds | Settings role | Set how long a web chat remains open after the visitor goes offline, within the permitted range of 20 to 36000 seconds. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Configure queue wording, visitor warnings and chat expiry settings. |
Limits and good to know
- Estimated waiting time is an estimate, not a response-time promise.
- Availability for a new chat and the state of an existing chat are different.
- A missing assistant list during reconnection or idle recovery is not proof that live help has closed.
- Appointment links can suppress ordinary queue messages when it is too early or too late to join.
- The display countdown does not replace the conversation's expiry policy.
Depends on and works with
+2 more · this feature uses
- Chat tasks and topics for visitorsEnhances
Configured queue actions can offer tasks while the visitor waits.
- Chat links for visitorsConfigured by
Chat links and appointments can supply different waiting text and entry rules.
View all connections as a list
This feature uses
- Starting, ending and expiring chatsConfigured by
Conversation start, end and expiry rules determine the displayed lifecycle.
- Chat queueConfigured by
The queue provides position and estimated waiting time.
- Chat limits and wind-downConfigured by
Operator chat limits and wind-down affect new-chat availability.
- Visitor activity and availabilityRelated
Visitor inactivity and disconnection are distinct from conversation expiry and confirmed operator unavailability.
- Visitor connection recoveryRequires
Live updates carry availability and conversation state.
- Visitor chat paneRequires
The pane presents status messages and next actions.
- Visitor chat themes and brandingConfigured by
Themes supply waiting messages and warning presentation.
- Offline help for visitorsEnhances
Offline or leave-message options can provide an alternative to waiting.
- Chat tasks and topics for visitorsEnhances
Configured queue actions can offer tasks while the visitor waits.
- Chat links for visitorsConfigured by
Chat links and appointments can supply different waiting text and entry rules.
Used by
- Chat queueEnhances
The visitor experience can display queue position and waiting information.
- Chat tabs for visitorsRelated
Availability and active-chat state select the online, active or offline tab presentation.
- Visitor chat paneEnhances
The pane displays conversation and connection states.
- Visitor messages and sending feedbackRelated
Connection recovery and conversation state explain when the message box is unavailable.
- Pre-chat survey for visitorsRelated
Availability and an existing conversation affect whether the pre-chat survey appears.
- Offline help for visitorsRelated
Confirmed unavailability and configured waiting actions determine when offline help is offered.
- Chat links for visitorsRelated
Live-chat links still honour operator availability and existing conversation state.
- Chat avatars and visitor reactionsRelated
Availability and conversation handovers affect which advisor avatars appear.
FAQ and troubleshooting
Why did the queue message disappear before an operator wrote?
INSIDE changes the display when an operator takes the chat. The operator's first message may arrive afterwards.
Why does chat show reconnection instead of an offline form?
A lost connection does not confirm that operators are unavailable. INSIDE first attempts to recover the live state.
Can I keep a chat open when an inactivity warning appears?
Use Extend Session or press Space while the warning is active. Customised wording may give the button another label.
Why did my chat end after I left the website?
Open chats can expire after the visitor goes offline. Ask the person with the Settings role to review Offline Chat Expiry (secs) and any other applicable expiry policy.