Omnichannel Room timeout controls - WideChat/Rocket.Chat GitHub Wiki

Rocketchat maintains two controls for closing omnichannel chats (livechat rooms)

• Admin/Apps/Dialogflow/Customer Time-Out Time: The chat is closed if the chat window remains open and the user does not type anything within the configured timeout period.
  • NOTE: if the user closes the tab then this functionality will not work because it is controlled on the client.
• Admin/Omnichannel/Sessions/How Long to Wait to Consider Visitor Abandonment: The chat is closed if the user does not type in the room for the configured time.
  • NOTE: this setting is on the server side and is agnostic to whether the chat window or tab is still open.