What’s happening?
When an agent closes the browser tab or the entire browser during an active conversation in Dynamics 365 Customer Service or Dynamics 365 Contact Center, the conversation remains active, preventing the agent from continuing or ending the session. The user does not receive responses in the interface, and the conversation cannot be monitored or closed from the panel.
Reason:
The system does not detect the disconnection properly, causing the conversation to remain in an active state instead of transitioning to a closed or wrap-up state.
Resolution:
To resolve this where the conversation remains active:
- Ensure the agent closes the conversation in the session panel. This action will transition the conversation from the Wrap-up to Closed state.
- Enable reconnection settings to allow customers to reconnect to the previous chat session. See Configure reconnection to a chat session | Microsoft Learn for more information