10. Configuring the wait time

After the set period, if the assigned agent does not respond, the session will be automatically reassigned to another agent according to the assignment rules.

Step 1: Go to Settings

Step 2: Select Omni Chat

Step 3: Choose the Other Settings

Step 4: Go to Configure the time to change the person in charge when not yet answered → Enter the desired maximum wait time for the session (in minutes)

Step 5: Enable the feature

Step 6: Scroll to the bottom of the settings page and click “Save” button