Is there a way to avoid the timeout when user is pending for Agent to respondProblemWhen the is in place with an agent and the user is waiting for an agent, is there a way to avoid the timeout when user is pending for Agent to respond? Steps to ResolveThat is the expected behavior. Setting properties (com.glide.cs.idle_chat_reminder_timeout and/or com.glide.cs.idle_chat_cancel_timeout) are applied to any live chats without checking if the requestor or the agent provided the last update. That applies to all active live chat sessions. Usually the agent must be responsible to keep the user updated.