Idle chat handling Customiziation

I am very much attuned to my customer's habits regarding our chat support system. They will initiate a chat, receive a generic response from Zobot, and then request to speak with a human.

When they request a human, our team responds accordingly, or another scenario is that they are asked a follow-up question - their response is needed to provide an appropriate answer. However, the customer will leave the chat open for hours before they respond.

Unfortunately, based on Idle chat handling, the chat is automatically closed if no response is given within the current 12 hour max. This presents a highly negative experience for our customers. As I mentioned above, our customers will sometimes come back after the idle time has elapsed and ask the same questions again instead.

I assumed changing our .visitor.idleTime would satisfy my request. We are still having issues where the chat will timeout after 12 hours.

From the screenshot below, we already increased the wait time to chat with an operator as we have a small team and are able to get to them without it automatically closing.

Is there any setting, or will there be any api that can be changed to adjust Idle chat handling?

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