Go to the Campaigns tab -> Select the campaign you want to modify -> Go to the category ‘General’.
Under ‘Interaction settings’ you can select ‘Auto-forward chat if agent does not reply’. This option allows you to automatically forward chats when the agent is not responding after a specified amount of time. Please note that the time limit should not exceed the time frame of 10-60 seconds.
You can choose to tick the box ‘Try to avoid within the same routing level’. This means that forwarded chats will arrive at the first available agent in the next level. So if a chat is forwarded to level 1, but the first agent is not available, the chat will be forwarded to level 2 instead of another agent in level 1.