Liveresponse Waiting Time Question

[igor999]

I want to keep my liveresponse on at all times. However, I will not be on at all times to tend to customer chats. I've noticed that if you do not respond to the customer within a couple minutes (maybe 3-4 minutes), the customer will have the opportunity to leave you a private message.

My question is, where can I set this default waiting time before it shows the customer the private message screen? I would prefer to adjust the settings on it.

[abanro]

I worry about this too, sometimes the internet is slow, if there can control waiting time, it should more greater.

[supportskins]

I think this is a good suggestion. A setting to toggle wait time should be added in the Admin CP.

[Jamie Edwards]

Hi there,

This time can be defined in the administrator control panel (see under Live Support in Settings). You can set how many "round robin" tries are attempted, and the time each "try" will take.

This is documented in detail in the Administrator Control Panel section of the SupportSuite manual: User manuals

[supportskins]

No no, round robin is different to wait time. This is after live chat has been initiated with a Staff User

[Jamie Edwards]

Hi supportskins,

I believe it is as I first said;
"Number of times SupportSuite tries to look for an Online Staff. If no Online Staff is found, User is redirected to Leave a Message form automatically."

LiveResponse "tries" each staff user in order for the amount of time defined in "Number of Seconds after each Retry".

So, the wait time for a user is RoundRobinTries * RetrySeconds.