[okillbite]

It's actually more than a few minutes. I can't speak for other places, but generally there will be an agent that is monitoring many inbound chats, and in a lot of cases the resolution can likewise be automated.

In the past this was managed by a fairly deep call queue, and has saved fairly significant amount of $ vs receiving and resolving everything manually.

Indeed we have internal clients (vs paying customers) but overall this has been quite successful for us.