Hello!  Looking for best practice on the "Customer Time Out" setting for live agent chat support!  The help text for this field says timeout is based on the agent's last response, but it is actually the agent's first response.  i can see this being a problem if our agents type "hold on for a few minutes while i research..." which doesn't elicit a customer's response, but the time out counter is ticking.

i have noticed that when sometimes i chat other companies, some agents are very engaging and make small talk to keep customers engaged.

Would like to know:

- Do you set customer time out? if so, what is the time you set it to?

- Do you train agents to keep customer's engaged? if so, what kind of tips do you have?

thanks!