Overview #
Time-Out Configuration defines how long a Candidate can be inactive before the system takes action. This helps keep Journeys moving and prevents sessions from being abandoned without resolution.
Why This Matters #
- Prevents abandoned Journeys from clogging your system
- Keeps your completion and performance metrics accurate
- Ensures Candidates know what to expect if they return after being inactive
- Reduces confusion for Candidates who come back to a Journey after a long break
What You Can Configure #
Inactivity Window #
How long a Candidate can be inactive before the timeout applies. This is typically measured in hours or days.
- Short window (e.g., 1 hour) — for time-sensitive processes
- Long window (e.g., 7 days) — for flexible or low-urgency Journeys
What Happens When a Candidate Returns #
After timing out, you can configure what happens when the Candidate comes back:
- Continue from where they left off — Resumes the Journey at the last Step
- Require verification — Asks the Candidate to verify their identity (e.g., via Require Sign-In)
- Restart specific sections — Requires the Candidate to redo certain Steps
Follow-Up Actions #
When a timeout occurs, you can optionally trigger:
- An internal notification to your team
- A follow-up email or SMS to the Candidate
- A status update on the Candidate record
Best Practices #
- Start with a reasonable default (e.g., 24 hours) and adjust based on how Candidates behave
- Test different timeout settings to find the right balance
- Set longer timeouts for complex Journeys with many Steps
- Keep shorter timeouts for processes that require quick responses
- Document your timeout policy for each Agent
What to Test #
- Candidate pauses briefly and returns — does the Journey continue correctly?
- Candidate returns after the timeout boundary — does the configured action trigger?
- Candidate times out during a critical Step (e.g., document signing) — is the experience handled smoothly?
- Candidate with a slow connection — does the system handle this gracefully?
Common Mistakes #
- Setting the timeout too short for long or complex Journeys
- Setting the timeout too long for processes that need quick turnaround
- Not showing a clear message to the Candidate when they return after a timeout
- Not distinguishing between "Candidate left temporarily" and "Candidate abandoned the Journey"