Update Customer Lookup Timeout

The timeout value (in seconds) tells Gladly how long to wait for the Lookup Adaptor to retrieve custom attributes before timing out and running Rules.

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under the Agent Experience category, click Conversation Workflow.

4. Find the Conversation section. Under Lookup before Rules, go to Customer lookup timeout (seconds).  

5. Change the value (in seconds) to wait for the Lookup Adaptor to find custom attributes from an external system before Rules run.

   • The default (and max) value is 15 seconds.

     • If you have a slower Lookup Adaptor, a slower value may not always be enough time to retrieve custom attributes.

   • Set a value that reflects how fast your Lookup Adaptor is retrieving data.

6. Click Save.