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Hey Matt, we don’t have a set time at Automattic, but generally 5 mins or so feels about right.
Live Chat is still something new for us (we only have it turned on for some accounts). But so far we haven’t set a fixed wait period, so it’s more of “what feels right” measure.
So for example if someone clicks on the live chat option and then doesn’t say something right away.. They probably didn’t mean to chat. So we’ll wait ~1 and then ask if they needed anything before closing the window.
If we were in the middle of a conversation with them and they stopped typing.. we’d wait much longer in case they are trying to work on the steps we told them. It’s likely in these cases we’ll just leave it open until we need to free up the space (staff can only take X amount of chats at once).
In any case we always check in with them before closing out the window. That way it doesn’t feel like we are just dropping them. “Hey Dave, are you still there?”… “..Well if you have any other question - just click this window again and we’ll be here!”
Hi there!
We have used live chat for about 2 years now. Generally speaking, if people initiate the chat, they have something to tell us right away. But often times people will get sidetracked by a phone call or meeting in the middle of their conversation with us. So we wait about 3-4 minutes before sending a gentle nudge: “Are you still there?” or “Is there anything else I can help with?”
If, after another 3-5 minutes they haven’t responded, we close the chat. They can always pop back on later when they are free. And usually they apologize and explain that they got pulled away.
I hope that helps!
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