Issue Symptoms
An agent is chatting with an end user. The user navigated to a new page on my website, and the live chat disconnects.
Resolution Steps
A common reason your users are disconnected from a live chat with your agents is that your chat script is not embedded on all pages of your website. If a user navigates to a page without the embedded chat script, the chat will disconnect.
To add your chat script to all pages of your website, see the article: Adding the Web Widget to your website or Help Center.
Tip: If there are some pages on your website where you do not want to allow users to start a chat with your agents, hide the widget. However, if you want an active chat to continue if a user navigates to that page, consider adding widget code on that page and using the JS API to hide the widget unless there is an active chat.
If you experience additional issues with your chat disconnecting, see the article: When do chats time out?
2 Comments
I have the embedded chat script on the page user navigates too however still the original chat session is disconnected, and new chat session will start when clicked on the chat on the new page
Hello Deepali P,
May I ask how did you integrate Chat within your website? Is this implemented as a webpage inside a mobile application? Here is a quick article explaining how and where the widget should be added within your website: Adding the Chat widget to your website
Hopefully, this will help clarify a bit. Feel free to provide some additional details as well if the above did not help. :)
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