Frequently Asked Questions

"Pre-Authorization Timeout" means that a customer clicked to start a chat request but did not proceed with payment. This is quite common and doesn't indicate a missed opportunity. You will only receive a notification if the payment is successfully pre-authorized before a chat request starts. If you see "Pre-Authorization Timeout" in your status, rest assured you haven't missed any chat requests. Actual missed requests will show as “Missed” or “Cancelled.” If you’d like to encourage the customer to return, you can message them from your contacts page.

For a full list and explanation of all statuses in your reports click here.