Chat Presence Management

Presence management ensures that chat participants are notified when either the agent or the customer experiences communication difficulties with the chat service.

By default, if the chat service does not receive signals from an agent or customer within two minutes, the chat service begins the process of disconnecting the agent or customer and handling any active chats in which either party is a participant. Presence management is available on a per-site basis. Because agents and customers are recognized by the chat service as existing in an active, absent, or disconnected state, three configuration settings are available for modifying the intervals in which agents and customers are recognized by the chat service. The chat presence management configuration settings are found in Chat/General/Chat Session.