Feature Request
We would like to formally request the availability of dynamic messaging/idle chat prompts for live chat (synchronous) channels, or an equivalent session-monitoring automation capability such as “Smart Conversation Closed.”

The requested capability should enable the platform to automatically monitor periods of user inactivity during an active live-chat session and trigger configurable messaging or actions when defined idle thresholds are reached.

Business Requirement
In synchronous live-chat interactions, users may become temporarily inactive for a variety of reasons—for example, while gathering information, reviewing instructions, consulting with another person, or completing an action outside the chat.

Currently, the absence of an appropriate automated idle-session mechanism can leave conversations open unnecessarily, create uncertainty for users and agents, and potentially consume operational resources.

We therefore require a mechanism that can proactively engage the user during periods of inactivity and/or appropriately manage the session when inactivity continues.

Requested Capability
The solution should support, at minimum:

• Configurable idle/inactivity thresholds for live-chat sessions.
• Automated prompts to the user when an inactivity threshold is reached.
• Configurable message content for each idle stage.
• Multiple idle stages, where appropriate—for example, an initial “Are you still there?” prompt followed by a final session-closure notification.
• Automatic session