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Delay Occurs When Visitor Ends Salesforce Chat Session by Exiting Browser Window

Udgivelsesdato: Jun 1, 2026
Beskrivelse

If a visitor uses the Close button to end a chat session, the operator is displayed the "Chat Ended: This chat session has been ended" message immediately. However, if the visitor ends the session by using the X to close the browser window, there's a delay and the agent will be shown the following message: "The customer lost connection. If they don't reconnect soon, the chat will end" before the "Chat session ended by visitor" message is displayed to the operator. 

Løsning

Salesforce Chat is designed to time out the visitor connection to determine whether they have closed the browser or are experiencing a temporary connectivity issue.

Why does this happen?


When a visitor clicks the X button in the browser, our server doesn't know if they actually closed the window or if they're experiencing temporary connectivity issues.  Therefore, Salesforce Chat is designed to time the visitor out to determine that they've closed the window.  This can result in a delay before the chat session is ended.

How long is the timeout?


The timeout period from the other end, the agent's side, is about 60-70 seconds. Once the timeout period has passed, this closes the session for the customer, and they will need to restart the chat request process.

Please note that the timeout period can vary (from no waiting period to more than a minute) depending on the browser you're using (Firefox, Chrome, IE....) and this behavior also applies to browsers on mobile devices.

Yderligere ressourcer

End a Chat Session

Vidensartikelnummer

000381576

 
Indlæser
Salesforce Help | Article