The non-response time of the representative is now derived as follows:

After the initial contact between the representative and customer, in which the customer has sent a message and started the chat, the system calculates the time that the customer waits after the representative accepts the conversation.

If the representative accepts the notification, the auto-assign notification times out, or a supervisor manually assigns, then:

Representative Non-Response Time equals Current Time minus Representative assignment time

For example:

Customer sent a message to the conversation, and the conversation is in Open state (conversation just started or restarted for persistent chat).
Conversation is routed to a representative.
Representative joins the conversation and so the conversation is assigned to them.
If a timeout rule uses Representative Non-Response Time as a trigger event, the timer starts from the time the customer has sent a message until the time the representative responds.

After there is rapport (back and forth messages), the normal calculation of representative non-response time mid-conversation logic is used:

The duration the service representative has not sent back a message to the customer and the customer's message is the last.
Representative Non-Response Time equals Current Time minus Last customer message

For example:

Customer has sent a message to the ongoing conversation.
Representative needs to respond, any active timeout rule with Representative Non-Response Time, the timer starts.