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Overview
You want to determine which Kayako Classic status is applied when a chat is queued but the user terminates the chat before an agent picks up.
Information
When a user initiates a chat but terminates the chat before an agent picks up the chat, the Kayako Classic chat statuses that could be applied in this situation are the following:
- No Answer
- Timeout
No Answer is applied when the chat is not accepted by any of the online staff users and reached 'Maximum number of round-robin tries' as mentioned under Admin control panel > Live Support > Settings.
Timeout is applied to a chat when it meets one of the following criteria:
- 10 minutes have passed since the chat was created and the user's session has not been active for more than 10 minutes.
- 10 minutes have passed since the last chat activity and the user's session has not been active for more than 10 minutes.
Note: It is not possible to distinguish if a chat has timed out due to inactivity from the user, inactivity from the staff user or a network connection issue
Priyanka Bhotika
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