Hi there, @Petar_Dietrich 
Glad to hear everything is working fine on your end now!
Let me go through your questions one by one:
1. After 5 minutes of inactivity, the chatbot can send a follow-up message (if this option is enabled). After 10 minutes of inactivity, the chat closes and the conversation transcript is sent by email (if email delivery is configured).
You can find more details in this post: Widget Knowledge Base: AI Chatbot.
Inactivity means no input from the user.
2. As mentioned above, the transcript is automatically sent after 10 minutes of inactivity. Clicking buttons does not trigger transcript delivery.
3. We did experience temporary issues with our data services, which caused delays in transcript delivery.
I completely understand how frustrating this must have been, and I’m very sorry for the inconvenience. The issue has been resolved globally, and it shouldn’t happen again.
4. I’m not quite sure what you mean by “user agents.” Could you please clarify this a bit?
There’s no option to retrieve a list of IP addresses, but any emails submitted through forms should appear in the transcript emails. Just to confirm — are you not seeing the collected contact details in those emails?
5. Regarding the timezone, it depends on the time zone specified in the settings:
I’ve just checked things out, and in the transcript I see correct time zone specified in my test widget. Could you please double-check it?