Agent kicked out of chat involuntarily
I've been getting complaints from my agents, who are in two different offices, about being involuntarily kicked out of chats.
They will be in the middle of an active chat, then suddenly and involuntarily “leave” the chat. To clarify--the customer receives a message that they’ve left the chat, but on their end, the Zendesk chat UI doesn’t update to give them any indication that they are no longer in the chat. If they type and submit a response to the customer, the message that they typed disappears, and the chat UI updates to display these two messages simultaneously:
[Support agent] has left.
[Support agent] has joined.
Zendesk support said it was due to connectivity issues, but this doesn't jive with our experiences, since we don't see disruptions in other connected services. Also, we tested this by switching from wired connection to VPN, which should in theory simulate a broken internet connection, and this doesn't happen when we do that.
Anyone else experience this?
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Hey Neil,
For the agents running into issues with chat disconnections, did you already have them check their chat connection using the following instructions? Checking your connection status for troubleshooting
Are they also able to replicate this issue from another computer by chance? I'm rather limited on what I can assist with from my end but hopefully the above helps point you in the right direction.
Keep me posted!
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