[d1sxeyes]

Coming at this from the other side, it is incredibly frustrating and uneconomical as a customer support representative to have to deal with users who don't respond promptly on chat, of which there are a HUGE percentage.

As a result, most organisations have either automatically or manually implemented procedures to cancel a chat after a set period of inactivity.

This may just be a gentle nudge to try to avoid that.

[martinflack]

I've got a suggestion for that - offer to send a text message simultaneously when the chat window is active. The thing is, we all switch tabs, move away from the computer, etc. We may even forget about it, if the wait is very long. But these days we generally keep our smartphone at our side even if we move into another room to do laundry, etc. Potentially even allow the chat to shift over from the computer browser to the phone browser, as well.

[d1sxeyes]

I get your point and agree with you from a user perspective... but from a customer support perspective, why?

YOU want help, if you can't be bothered to sit attentively to receive it, why should I send you text messages?

[martinflack]

Oh, I imagined it would be automated so as a customer service rep you don't even think about it.