You can see the response time intervals as a traffic light.

Green light
All (first) responds that are sent to the visitor within 30 seconds are great ones!

You seem serious and alert to the visitor. We also know that if you respond the visitor quickly, the visitor will give you a higher rating when you end the conversation with the visitor - even when you can't help the visitor with his/her problem. In other words, the response time affects the enitre chat conversation.

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Yellow light
After 30 seconds, the visitor is no longer as patient.

30 seconds may not seem that long, but when you sit in front of a screen just waiting for an answer, 30 seconds seem like a long time - especially in a chat that is considered to be a channel for direct communication. If the visitor hasn't received a response when 30 seconds or more have passed, the visitor might leave your website.

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Red light
When the response time is nearly 2 minutes, the visitor isn't that happy.

When 2 minutes have passed, it's virtually guaranteed that you've lost the visitor. If you miss the chat with the visitor, you have not only lost a potential business deal - you also risk that the visitor's view of your company/supplier is deteriorated.