Session timeouts occur based on inactivity of either party depending on the state of the current session.
Session 'active'
Sessions are 'active' when the connection between the agent and end user is successful. In this state and after approximately 10 seconds of no communication (i.e. no actions taken), a message is displayed saying that the device is not responding. This message disappears if communication resumes.
If communication does not resume, then the session automatically times out after 5-7 minutes of further inactivity.
Session 'pending'
Sessions enter a 'pending' state during the initial connection to the end user. This is the stage at which a consent prompt appears on the end user's device (when enabled).
If the session does not leave the session pending state, then it lasts for approximately 15-20 minutes (subject to some server variability). This can happen if the end user does not interact with the consent request or due to rare failures in the session connection.
If the session changes from the 'pending' state to the 'active' state then it is subject to the same timeout rules detailed for active sessions.
The above rules for 'active' and 'pending' states occur regardless of the reason for inactivity (e.g. if one party's connection drops, or they simply close/minimize the browser tab) and regardless of whether it is the agent or end user who is inactive.