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Accepted Chats Not Displaying in Salesforce Agent Console

Udgivelsesdato: Jun 4, 2026
Beskrivelse

Support Agents actively taking chats in the Service Console may notice that the chat window disappears from the agent console when accepting a chat.  When this occurs, see if the affected agent has other tabs/windows of different Salesforce apps open in their browser.  

If the agent has multiple tabs/windows of Salesforce open, the chat itself may focus on these other tabs/windows that cannot support chat functionality. This means that the agent will not see the chat window in the console, but the customer will still believe they are in an active chat as it is still connected and they are able to continue chatting. This happens intermittently.

Løsning

This is working as designed behavior. Salesforce Chat routes chat sessions to the console app where the Chat utility component is active. When multiple browser tabs or windows with different Salesforce apps are open simultaneously, the chat session may attach to a non-console tab that does not have chat functionality — making the chat window appear to disappear from the agent's console view. The customer-side connection remains active.

Ensure that agents have only one browser tab or window of Salesforce open while actively handling chats — specifically the Service Console tab where the Chat utility is embedded. Closing all other Salesforce tabs before taking chats will prevent this behavior

Yderligere ressourcer

Chat for Support Agents

Vidensartikelnummer

000380872

 
Indlæser
Salesforce Help | Article