Customers cannot escalate a chat request in the following scenarios cases:

• No CSRs available (applies only to live chat conversations): When no agent has logged into the selected queue, the routing engine sends the configured Agent not found message to the customer after selecting a queue.
• Maximum wait time exceeded (applies only to live chat conversations): The routing engine periodically calculates the estimated wait time required to route the incoming or queued conversation requests based on the configured Wait time evaluation window. If the calculated wait time for the conversation request exceeds the configured maximum wait time, the routing engine sends the configured Agent not found message that is configured for the queue after the customer selects the queue.
• Off Hours (applies only to live chat conversations): The routing engine sends the configured Off-hours behavior message to the customers when they attempt to live chat during the queue off hours.