How long to wait when there is no response from your customer during a chat convo?

When customers do NOT respond, how long do you need to wait ? 

Your wait time is 3 minutes. 

Then, you may provide the "sleep" disclaimer ( in shortcuts) either in Malay or English as below :-

"It seems like you're no longer in the chat because you may be busy or otherwise.

Don't worry, you can reach back out to us anytime from 7am to 11pm, 7 days a week. You can also send an email to [e-mail] if you want to reach us via email :)

Thank you for your support towards Setel!"

OR

"Harap maaf. Kami tidak menerima respons dari anda dan ianya mungkin disebabkan anda sibuk atau telah keluar dari chat ini.

Anda boleh membuka semula chat ini sekiranya memerlukan bantuan lanjut. Kami sedia untuk membantu anda :)

Terima kasih kerana menghubungi Setel"

When you see " chat resumed" 

Please response to the customer as you would, but if you don't get a reply > then ;

you are required to wait for 1 minute > then followed by proper closing to end the chat ONLY if there is no response from the customer.

Eg: Once the chat resumes, you can reply to the customer and the wait time is 1 minute if the customer fails to respond, you may then add on the sleep disclaimer " It seems like you're no longer in the chat because you may be busy otherwise. Don't worry, you can reach back out to us anytime from 7am to 11pm, 7 days a week! You can also send an email to [e-mail] if you want to reach us via email :) I will close this chat for now.

Thank you for your support towards Setel! " > end chat

English or Malay***

DO COMPLY ..

IF FAIL TO DO SO, CAN END UP IN FATAL WHERE YOUR SCORES WILL BE MINUSED OFF FOR ENDING THE CHAT ABRUPTLY.