We encounter an issue with our customers losing a place in the Zendesk chat queue on our webpage after switching to another tab or application on a Mobile (for 3-4 minutes in average, both iPhone and Android are affected). Moreover, messages left by a user get deleted from the chat alongside the queue position.
As far as I know, this might be related to the pre-configured session times when there's no interaction with the chat widget. If this is the case, we'd like to get this fixed in the way our customers are granted their queue position when they switch back to the website page regardless an interaction with the widget / page with the widget.
This functionality is critical for a customer experience, especially when a chat queue is large. Moreover, it also affects our statistics as every time a user ends up losing a chat connection a chat counts as missed.
Can you please shed a light on the technical root cause and assist providing possible solutions to resolve the issue?
Please sign in to leave a comment.