---
title: "Update Customer Lookup Timeout"
slug: "update-customer-lookup-timeout"
description: "Change how long Gladly should wait to retrieve custom attributes from an external system. Visit Gladly Help Docs to learn more."
updated: 2026-03-08T18:42:32Z
published: 2026-03-08T18:42:32Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Update Customer Lookup Timeout

| **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

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 ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) 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)**. ![Customer lookup timeout setting allows 15 seconds for customer information retrieval.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/lookup_before-rules-timeout-value.png)
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**.