Some of my company's chats shut down in the middle of a conversation. Why is this happening?
I use the suppress function in my Chat widget or Web Widget to suppress the Chat feature on some pages of my website or Help Center.
If you use the suppress function in your widget code to suppress the Chat channel, the function suppresses the chat channel regardless of whether there is an active chat or not. For example, if a customer starts a chat on one page, then in the middle of a chat, navigates to a page where the chat channel is suppressed, the chat will abruptly end.
To make sure this does not happen
- Include a conditional statement in the widget code so that the suppress command only applies if there is no ongoing chat.
- Use the code chat:isChatting.
- Wrap the conditional statement around anywhere you use suppress.
- Have the conditions check if there is an ongoing chat or not, and only proceed if there are no ongoing chats.