11. Setting response Time and Pre-expiration Alerts

This feature allows you to:

• Set a response deadline for Omni sessions: For example, if set to 30 minutes, and the agent does not respond within 30 minutes, the session is considered overdue.

• Set a warning before the response deadline expires: For example, if set to 5 minutes, the responsible agent will receive a warning notification 5 minutes before the response deadline expires.

To set this up, follow these steps:

Step 1: Go to Settings -> Omni Chat -> Other Settings

Step 2: Go to Session Configuration -> Config time reply session

Step 3: Input the Time reply session and Warning time reply session

Step 4: Select Enable

Step 5: Scroll to the bottom of the settings page and click “Save” button