What happens if I don't answer a Webvisitor?

If a Webvisitor is routed to an operator and the does not react, you have the possibility to set up a inactivity rule, which reroutes the customer to a different operator after a predefined time. Like this, you can make sure that no chat is ever lost.

In your Widget Editor go to "Behavior" and select "Inactivity":

Then choose "Forward chat if operator is inactive" and define a Timeout.