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Power Platform Community / Forums / Power Apps / Handle chat closure on...
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Handle chat closure on agent refresh/disconnect?

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Posted on by 53

Hello Community,

I am using the Customer Service Workspace and facing a critical issue:

  • If a support agent refreshes the tab or gets disconnected from the chat for any reason, the chat session closes automatically, and there’s no way to reinitiate it.
  • Users don’t receive any alerts that the agent got disconnected, leaving them in a frustrating state.
  • Automated messages configured in the Workstream are not being triggered in this scenario.

I’d like to implement a workaround to handle this situation properly. Specifically:

  1. Ensure users are notified when the agent disconnects.
  2. Automate the creation of a case when such disconnections occur, so we can follow up promptly.

Has anyone faced a similar issue or implemented a solution? Any guidance or best practices would be greatly appreciated.

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