It’s too easy for chats to hang out forever. Techs get busy, don’t notice that no one responded. Then the problem can be the user initiates a chat again days later and it goes to the same tech, who may not even be working. Normal alerts now would only go to that one tech, not the group to be assigned to a tech.
I suggest we have a configurable amount of time where if the customer has responded it will send a notification to them that the chat has been ended because of no response. This is pretty standard in most chat systems, and would be great improvement for syncro.