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Length of time the Incoming Chat Toast Invitation is displayed
Answer ID 7765   |   Last Review Date 01/23/2019

Can I control the length of time an incoming chat toast pop-up window is displayed to the agent?

Environment:

Toast notification agents receive prior to accepting a chat request.
Chat - Agent Console
Oracle B2C Service, All versions

Resolution:

The CHAT_ALERTFORM_AUTOCLOSE_TIMEOUT configuration setting specifies the amount of time in seconds a chat agent has to manually accept or decline an incoming chat. After this timeout the toast notification will go away, and the default behavior (set in the agent's profile) will be assumed. Minimum is 5. Maximum is 285. Default is 15. Note: It is recommended to set this value to 5 seconds or lower than SRV_AGENT_TIMEOUT (see below).

Further, the SRV_AGENT_TIMEOUT configuration setting may also impact this behavior if it is lower than CHAT_ALERTFORM_AUTOCLOSE_TIMEOUT.  This setting specifies how long the chat server waits for a requested agent to respond before trying another agent, the default value for this setting is 60 (seconds) and cannot be changed. If this is set lower than the timeout value then the toast notification will appear for the time specified in SRV_AGENT_TIMEOUT.

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

For additional information, refer to the 'Configuring preliminary screen pop' section in the Online Help User Guide documentation for the version your site is currently running.  To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.

Please know that chat toast notifications are specific to incoming chat requests.  These are different than service toast notifications, where the length of time is not configurable.  For information on that, see Answer 4441: Toast Pop-up timer and Answer 10313: What is the difference between the Agent Engagement Declined and Agent Engagement Auto Declined events?

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