Recent searches

No recent searches

Talk calls ending in Help Center Web Widget

Answered
image avatar

Jessica Sills

Posted Dec 20, 2021

Hi there,

In our Help Centers, if an end user starts a Digital Line call with us from the web widget, then they navigate away from the page that they started the call on, it ends the call.

Is this expected behavior? Or is this a setting we can change?

Thanks!

0

7

7 comments

Date
    image avatar

    Dekbi

    Zendesk Customer Care

    Hi Jessica,
     
    It is expected that whenever end-users navigate away from the current page that they have during a call, the call will get disconnected. Since the call was initiated using the web widget, once the web widget refreshes or reloads when navigating away, it will disconnect the current call.
     
    What I could personally suggest is to inform your end-users not to navigate away from where the call was initiated and instead use a new tab when it's necessary to access different web pages.

    0

    image avatar

    Alan

    It would be really helpeful if Zendesk displayed a warning to the user when they attempted to navigate away that it would end their call. 

    0

    image avatar

    Dave Dyson

    Hi Alan,
     
    Thanks for this feedback – for visibility and so others can upvote your idea, would you mind posting to our Feedback - Voice (Talk)
    topic, using this template to format your feedback? 

    0

    image avatar

    Andrew Chu

    Hi Zendesk team,

    We're having kinda same issue described by the OP - can you confirm that by saying "navigate away from the current page", that means end users while on the Guide page with web widget, if they click on a link displayed in that same page (which basically opens a new page within the same tab), then the call will be auto-disconnected?

    0

    image avatar

    Dave Dyson

    Hi Andrew,
     
    Yes, even in Guide, if the end-user goes to a different page where the web widget is when they're on a call initiated by the web widget, the call will be dropped, because the widget will have to reload. 

    0

    image avatar

    Andrew Chu

    Hi Dave, thanks for confirming. Does this apply to also situations where end users switching between tabs? Ie having 2 Chrome tabs open, one having web widget on call, the other one their Gmail page and they time to time jumping to the Email tab to check for info

    0

    image avatar

    Dave Dyson

    Hey Andrew, as long as the tab with the widget is still open, you should be able to navigate to other tabs.

    0

    Please sign in to leave a comment.

    Didn't find what you're looking for?

    New post