How to turn off "chat is disconnected" error?

8 Comments

  • Amie Brennan

    Hey Richard, 

    You would just need to make sure Chat itself is disabled to all users if you're not using it currently. As long as Chat is disabled for agents, then the error won't appear. 

    FYI - you can't actually turn this error message off anyways. 

    Hope this helps, 

    Best,

    Amie

    0
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Richard,

    You will use Admin Center to enable and disable product access. To  disable product access
    1. Open the team members profile in Admin Center.
    2. Click the Roles and access tab.
    3. In the Access column, select the products that you want to disable. 
    4. Click Save.
    5. Repeat this procedure for each user whose access you want to set.

    For more information, please see this article: Setting roles and access in Zendesk Admin Center

    I hope this helps. Thanks you!
     
    0
  • Richard Bailey

    So originally messaging was disabled and I did enable it to review some settings, but have since disabled it. Also the chat function is turned off for this user. Here is screenshots showing the settings I have for both messaging and the user's roles.

    System Messaging setting:

    Roles for the user that is reporting the pop up:

     

    Any other ideas?

    0
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Richard,

    Found this community article here - https://support.zendesk.com/hc/en-us/community/posts/4423541566618-Chat-is-disconnected-error- it says that this happens when you are logged into another location or browser. When you are logged in on your google chrome and safari at the same time. The browser where activity is detected will be your active session and this error will appear on the not active browser. 
     
    Another cause is when a Zendesk support agent is assumed into your account, as you or other users. You'll see the disconnect message while Zendesk support agents are using account assumption. I hope this answer your question. 
     
    Thanks you!
     
    0
  • Richard Bailey

    Hey Gabriel, 

    I appreciate the posts, but to clarify if your saying that the module is turned off and an agent uses multiple tabs he can get the message? I thought if the module was off and there was no license assigned it should not display for agents at all? 

    0
  • Christine Felicia
    Zendesk Engineering
    Hi Richard,

    The agent can use multiple tabs on a single browser, however, if they will log in on a different browser (for example both Google Chrome and Safari) at the same time, this is where they can get the 'Chat is disconnected' error on the initial browser because Chat allows only 1 active session at a time, and that's the most recent browser they used to log in.

    If the Chat product is not enabled for the agent, they won't have access to Chat and can't go Online.

     
    0
  • Richard Bailey

    Hey Christine, please refer to my previous screenshot on December 5th, 2022. The Chat product is not enabled and they are still receiving the message. Here is another copy to confirm his settings. 

     

     

    0
  • Christine Felicia
    Zendesk Engineering
    Hi Richard,

    I created a ticket on your behalf so we can continue to assist you from there. Kindly check your email for updates. Thanks!
    0

Please sign in to leave a comment.

Powered by Zendesk