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53Hello 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:
- Ensure users are notified when the agent disconnects.
- 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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