---
updatedAt: 2025-11-13T21:16:02.000Z
agentTools:
  projectIndex: https://knowledge.quiq.com/llms.txt
---

# Web Chat Abandonment Configuration

## Overview

You may want to configure your Web Chat so that conversations are automatically closed and set to an Abandoned status if the customer closes the Chat page while the conversation is Queued, before an agent accepts the conversation and sends an initial response. This feature allows you to automatically close queued conversations that the customer is no longer engaged in, so your agents can focus only on customers still on your site.

> 📘 Enabling the Chat Abandonment timer
>
> If you'd like to have a Chat Abandonment timer enabled for Web Chat, please reach out to your account manager. The default timer length is 60 minutes, but this can be configured for your specific implementation.

## Viewing Abandoned Conversations

### Closed Conversations

When Chat Abandonment is enabled, an **Abandoned** option is available when searching in [Closed Conversations](https://knowledge.quiq.com/docs/closed-conversations):

<Image align="center" width="50% " src="https://files.readme.io/6af35d7-image.png" />

Abandoned columns will be italicized in Closed Conversation results, and will also have an Abandoned icon in the  **Conversation Ended** column indicating the user abandoned the conversation:

![](https://files.readme.io/ac7a98d-image.png)

### Transcripts

When viewing a transcript where a conversation was abandoned,  **The customer left the conversation** & **Conversation was abandoned** events display in the transcript when [Show Conversation Details](https://knowledge.quiq.com/docs/user-settings#user-settings-conversation-thread) is enabled:

![](https://files.readme.io/67bfebe-image.png)

### Insights

You can measure Abandoned conversations in insights using **context.conversation.status** and selecting the **Abandoned** value:

![](https://files.readme.io/ed16d02-image.png)

### Webhooks

Chat Abandonment is also available in [Webhooks](https://knowledge.quiq.com/docs/webhooks) if you would like to define a Webhook that reports on Chat conversations that were abandoned by customers:

![](https://files.readme.io/62b7220-image.png)