Agents will now have visibility when a customer gets disconnected from their chat. During the customer interaction, the color of the Connection icon will change to indicate if a customer has been disconnected. Take a look at the examples below to see the difference.
Customer is Connected:
Customer Disconnected: When the customer gets disconnected, the color of the Connection icon will change to indicate that the customer is no longer connected to the chat.
How is the connection state determined?
The presence of the customer is determined based on whether they have an active websocket connection. The most likely cause of the customer disconnect message showing is if they have closed the tab/browser, or otherwise have internet connection issues.
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