Loss of chat session when user navigates website

Community Support
1

I have noticed for a while that people using the chat program, initiate a chat and then disappear.

Some come back and start a new chat and then they mentioned how they had lost the original chat.

I thought that they may have navigated away from our site or had it in an open window in the back.

It continued to happen, so we tested it, my co-worker and I ran a test, him as a visitor and he initiated a chat and I saw his initiation, he saw my reply, but as soon as he navigated to other pages the chat window defaulted to his last message and he does not see my replies unless he scrolls below his last reply.

Shouldn’t it automatically scroll to my last reply, they only see their last reply but not any of my replies below that, unless they manually scroll?

Most will not, they will simply look at the chat and only see their last reply.

Seems to work only if the client initiates a chat, waits for a reply, and engages in a full conversation, but if they navigate away as they wait for a reply, they don’t see the updated reply once I send it.

That would explain why I lose 99% of the chats.

Is there anything that can be done to improve the efficiency of the chat?

2

Yes. That would be good

3

I’m not sure If I am missing part of this conversation.
What would be good?

4

What you’re looking for. Navigation away etc

1 Like
5

Ahhhh. Your just concuring that it would be good that the user that initiated chat would see updated chat replies as they navigated our website, without having to scroll in the chat box to see the “new messages”

Have you experienced that too?

6

Same issue here. Customers and agents alike get frustrated with this as their chat history is segmented into pieces making it very hard to have a consistent experience :frowning:

Doesn’t happen with every visitor though. It’s not clear to me why it happens for some and not others -maybe when they have increased privacy settings enabled on their browser?