• Dekbi

  • December 28, 2021 10:19

  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.
  
• Alan Canode

  • January 05, 2022 19:08

  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. 

• Dave Dyson

  • January 06, 2022 01:23

  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? 
  
• Andrew Chu

  • June 01, 2022 14:37

  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?

• Dave Dyson

  • June 02, 2022 00:46

  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. 
  
• Andrew Chu

  • June 02, 2022 01:41

  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

• Dave Dyson

  • June 07, 2022 23:50

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

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