Customers losing a place in the Zendesk chat queue | Community
Skip to main content

Customers losing a place in the Zendesk chat queue

  • June 7, 2022
  • 1 reply
  • 0 views
Angelina11

Hi,

We encounter an issue with our customers losing a place in the Zendesk chat queue on our webpage after switching to another tab or application on a Mobile (for 3-4 minutes in average, both iPhone and Android are affected). Moreover, messages left by a user get deleted from the chat alongside the queue position.

As far as I know, this might be related to the pre-configured session times when there's no interaction with the chat widget. If this is the case, we'd like to get this fixed in the way our customers are granted their queue position when they switch back to the website page regardless an interaction with the widget / page with the widget.

This functionality is critical for a customer experience, especially when a chat queue is large. Moreover, it also affects our statistics as every time a user ends up losing a chat connection a chat counts as missed.

Can you please shed a light on the technical root cause and assist providing possible solutions to resolve the issue?

    1 reply

    R
    • Ramin12
    • June 7, 2022

    @angelina11 Chats can timeout on mobile because of the device killing the websocket connection as a means of conserving battery life (phones that have battery saver mode are more aggressive at this). There is the following article that explains the session behaviour across chat, including mobile web: https://support.zendesk.com/hc/en-us/articles/4408836091034-When-do-chats-time-out-

    Based on what you are describing you want to achieve, you will want to consider moving from Chat to Messaging because the session logic is different. The conversation can continue over time and is not bound to the chat session. You can read the following article to understand more about Messaging and how you can move your account from Chat to Messaging: https://support.zendesk.com/hc/en-us/articles/4408846454682-About-messaging 

    Terms & ConditionsCookie settingsAccessibility statement