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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service
During live chat, a customer can no longer chat with the customer service representative (service representative or representative) if they leave the conversation or stay disconnected for more than a set duration. By default, this duration is three minutes. However, your administrator can set the reconnection duration.
When a customer is disconnected for more than the set time limit, the application detects the disconnection, and automatically updates the conversation state of the chat.
When an ongoing chat gets disconnected, the application does the following:
Moves the chat from an Open to Closed state, so the service representative knows that there's no customer to respond to.
Moves the chat from an Active to Wrap-up state, and updates service representative capacity, so the service representative knows that the customer isn't available. You can configure service representative capacity for the wrap-up state in the work distribution settings of the workstream. Learn more in Wrap-up state and Configure work distribution.
Record an automated message in the transcript to indicate that the customer has disconnected. Learn more in Configure automated messages.
What happens when a chat gets disconnected
Chat widgets are connected to browsers via a web socket connection. The connectivity can be lost for reasons like:
The customer closed the browser but didn't close the chat widget at the end of the conversation.
The customer navigated away from or closed the browser tab or app during the conversation. In some mobile devices, locking the screen or switching apps can also disconnect the chat.
The customer lost internet connectivity, or had a network or system issue.
In such situations, if the customer returns to the chat within three minutes, then they can continue the conversation.
If the customer reopens the chat widget after three minutes of disconnection, a new chat begins. However, you can help your customers connect back to the previous chat by enabling reconnection. Learn more in Configure reconnection to a previous chat session.
Note
A delay by you in sending messages doesn't affect your chat connection.
Next steps
Understand conversation states
Configure automatic closure of conversations