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

Date de publication: Apr 26, 2025
Description

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. Why is the behavior different?

Résolution

This is working as designed. 

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.

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.

Ressources supplémentaires

End a Chat Session

Numéro d’article de la base de connaissances

000381576

 
Chargement
Salesforce Help | Article