# Visitor chat status and waiting

Show visitors whether chat is connecting, waiting for an operator, active, ended or recovering from a lost connection.

*Release 3.3 · operator, visitor*

**Settings › Chat › Themes** · **Settings › Chat › General Settings**

## 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

1. INSIDE connects and checks the available assistants. A temporary interruption is treated separately from confirmed unavailability.
2. If the conversation is queued, the pane can show its position and an estimated wait. Configured queue actions can offer other help.
3. 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.
4. 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

### This feature uses

- **Requires** [Visitor connection recovery](VIS-022.md): Live updates carry availability and conversation state.
- **Requires** [Visitor chat pane](VX-002.md): The pane presents status messages and next actions.
- **Configured in** [Starting, ending and expiring chats](CHAT-001.md): Conversation start, end and expiry rules determine the displayed lifecycle.
- **Configured in** [Chat queue](CHAT-005.md): The queue provides position and estimated waiting time.
- **Configured in** [Chat limits and wind-down](CHAT-008.md): Operator chat limits and wind-down affect new-chat availability.
- **Configured in** [Visitor chat themes and branding](VX-003.md): Themes supply waiting messages and warning presentation.
- **Configured in** [Chat links for visitors](VX-024.md): Chat links and appointments can supply different waiting text and entry rules.
- **Works better with** [Offline help for visitors](VX-011.md): Offline or leave-message options can provide an alternative to waiting.
- **Works better with** [Chat tasks and topics for visitors](VX-017.md): Configured queue actions can offer tasks while the visitor waits.
- **Related** [Visitor activity and availability](VIS-011.md): Visitor inactivity and disconnection are distinct from conversation expiry and confirmed operator unavailability.

### Used by

- **Enhances** [Chat queue](CHAT-005.md): The visitor experience can display queue position and waiting information.
- **Enhances** [Visitor chat pane](VX-002.md): The pane displays conversation and connection states.
- **Related** [Chat tabs for visitors](VX-001.md): Availability and active-chat state select the online, active or offline tab presentation.
- **Related** [Visitor messages and sending feedback](VX-006.md): Connection recovery and conversation state explain when the message box is unavailable.
- **Related** [Pre-chat survey for visitors](VX-008.md): Availability and an existing conversation affect whether the pre-chat survey appears.
- **Related** [Offline help for visitors](VX-011.md): Confirmed unavailability and configured waiting actions determine when offline help is offered.
- **Related** [Chat links for visitors](VX-024.md): Live-chat links still honour operator availability and existing conversation state.
- **Related** [Chat avatars and visitor reactions](VX-027.md): 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.