Lost connection

Question

I was just on with a rep on a chat. He remoted onto my computer, was working and we got cut off. Can you reconnect me?

Answer 1

Hello

Chat support and forum support are two separate platforms and they don't work with each other, so there's no way for anyone here in the community to connect you with whoever you were chatting with.

You can use the following method to get to them again, may not be the same person though. Go to https://support.microsoft.com/contactus, Type "Billing" and press Enter. On the next screen, click "Contact support" at the bottom of the page, then choose "Microsoft 365" > "Manage my subscription". You’ll then see the option to chat with a Microsoft support agent who has access to your account to help review the issue.

However, if you don't require remote assistance, i am happy to see if I can help you as well, if I know what issue you need help with.

Answer 2

Reconnection to the same support agent in a web chat is not guaranteed after a disconnect.

For Dynamics 365 Customer Service–based chats, reconnection works only if all of the following are true:

1. The customer reconnects within the reconnection time configured for the chat.
2. The agent did not end the session using the End button.
3. The customer did not end the session by closing the chat window.
4. If the agent closed the chat window, the customer might not be reconnected to the same agent.

If reconnection is enabled, there are two possible ways to resume the previous chat:

1. Using a reconnection link the agent may have shared during the conversation.
2. Through a prompt in an authenticated chat widget that offers to continue the previous session or start a new one when returning within the allowed time.

If these conditions are not met, or the timeout has passed, starting a new chat session is required and connection to the same individual agent cannot be forced.

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References:

• Configure reconnection to a previous chat session
• Understand disconnected chats