Chat doesn't timeout even though it has been idle for more than configured idle timeIssue Chat doesn't timeout even though it has been idle for more than configured idle time When the "Assigned to" field is the agent in chat entries, the timeout does not occur for the agent, only the user and if it times out the system closes the chat as the user. In such cases you will see that the duration of chats was much higher than expected. The session will not time out unless the agent responds and the user has not updated the chat. Even then it will still wait for the time specified in the connect.support.idle.count_down.