> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/settings-and-automation/session-and-logout-settings.md).

# Session & Logout Settings

This page explains how LiveChat session and logout settings work.

Session and logout settings help protect user accounts, keep customer conversations secure, and control how long users can stay logged in.

### What are Session Settings?

Session settings control how long a user can stay logged in to LiveChat before the system requires them to log in again.

These settings are important because LiveChat contains customer conversations and account-related information that should only be accessed by authorized users.

### Web Session Duration

The web session duration defines how long the user can stay logged in before the session expires.

The LiveChat web session is currently configured to last for **8 hours**, which matches the usual working hours for most agents. This helps reduce repeated logins during the working day and allows agents to continue handling conversations without being interrupted frequently.

After the 8-hour session expires, the user may be logged out and asked to log in again.

This helps balance user convenience with account security.

### When the Session Expires

When the 8-hour web session expires, the user may need to:

1. Open the LiveChat login page again.
2. Enter the username and password.
3. Complete OTP verification, if required.
4. Continue using LiveChat after successful login.

If the user was working on active conversations, they should review their chats after logging in again to make sure no customer messages were missed.

### OTP Verification

When logging in to LiveChat, users may be asked to verify their login using an OTP code.

The user can choose to receive the OTP code through:

* Registered phone number
* Registered email

OTP verification is applied according to the instructions of the Saudi Communications, Space & Technology Commission (CST), and adds an extra layer of security to protect user accounts and customer conversations.

### Logout When IP Changes

Depending on the account setup, LiveChat may include a security option related to IP changes.

When this setting is enabled, the user may be logged out if the system detects that the user’s IP address has changed during the session.

This can happen when:

* The internet connection changes
* The user switches networks
* The user moves between Wi-Fi and mobile hotspot
* The network provider changes the IP address automatically
* The user is connected through a VPN

This setting helps improve account security, but it may also cause repeated logouts for some users depending on their network environment.

### When to Review Logout Settings

Logout settings should be reviewed if users are being logged out frequently during work.

Repeated logout may happen when the **Logout When IP Changes** setting is enabled and the user’s network IP changes during the session.

This can happen when:

* The internet connection changes
* The user switches networks
* The user moves between Wi-Fi and mobile hotspot
* The network provider changes the IP address automatically
* The user is connected through a VPN

If this happens, the agent can go to the **Settings** area and disable the **Logout When IP Changes** option, then monitor whether the issue is resolved.

If the repeated logout issue continues after disabling this option, the user should contact the support team for further review.

### Best Practices

To reduce login and session issues:

* Keep the LiveChat tab open during working hours.
* Avoid switching networks while using LiveChat.
* Avoid using unstable internet connections.
* Do not share login credentials with other users.
* Use a separate account for each agent.
* Log out manually when finished, especially on shared devices.
* Contact the admin or support team if repeated logout continues.

### Security Reminder

Each user should access LiveChat using their own account.

Sharing accounts can affect reporting, conversation tracking, assignment history, and accountability.

Using individual accounts helps make sure that actions such as replies, transfers, notes, and closures are tracked correctly.

### When to Contact Support

Contact the admin or support team if:

* You are logged out too frequently.
* You cannot receive the OTP code.
* Your session expires too quickly.
* You are unable to log back in.
* You suspect that your account access or security settings need to be reviewed.

### Next step

After learning about session and logout settings, continue to the **Chat Assignment Settings** page to understand how conversations are routed and assigned to agents.