Cell phone users who engage with our Tawk reliably cancel the chat prematurely

We are unsure why this is the case, as we don’t seem to have this happen with PC, tablet, and other users. But when a person enters the chat on a cell phone, they tend to reliably either cancel or exit their chat. We can’t be certain this is a user issue since users:

A) Consistently return to the chat afterward on a new chat
B) Claim consistently that they were booted from the chat
C) Don’t seem to have this issue on other devices.

Hi JeSo,
Thank you for bringing this to our attention. It appears this issue could be linked to how mobile devices manage websockets when minimizing browsers or locking the screen, often ending the session to save battery. This differs from desktop behavior where tab switching allows for longer session times. We will investigate this issue further to improve the mobile user experience.

Thank you for taking a look at this, feel free to message if more information is necessary from the user end.