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Conversations remain active after an agent closes the browser in Dynamics 365 Customer Service

This article provides a resolution for an issue where active conversations remain Active even though an agent closes the browser or browser tab in Dynamics 365 Customer Service or Dynamics 365 Contact Center.

Symptoms

When an agent closes the browser tab or the entire browser during an active conversation, the following issues might occur:

  • The conversation remains active, preventing the agent from continuing or ending the session.
  • The user doesn't receive responses within the interface.
  • The conversation can't be monitored or closed from the session panel.

Cause

The issue occurs because the system doesn't detect the disconnection properly, causing the conversation to remain in an Active state instead of transitioning to the Closed or Wrap-up state.

Resolution

To solve this issue,

  1. Ensure the agent closes the conversation in the session panel. This action will transition the conversation from the Wrap-up state to the Closed state. For more information, see Manage sessions in the workspace app.

  2. Enable reconnection settings to allow users to reconnect to the previous chat session. For more information, see Configure reconnection to a chat session for detailed instructions.

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