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Omni-Channel or Chat Widget Disconnects or Goes Offline When Agent Locks Computer or Puts It to Sleep

Fecha de publicación: Jun 15, 2026
Descripción

Problem Description

When a Salesforce agent using Omni-Channel or Live Agent Chat locks their computer or puts it into sleep mode, the Omni-Channel widget may show the agent's status as 'Offline' or display a connection error upon return. The agent must manually toggle back to 'Available'/'Online' status or refresh the browser tab to resume work. This is expected behavior.

Solución
This is expected behavior and occurs due to Omni-Channel and Chat being real time products which require a constant and stable internet connection. When a computer is locked or placed into a sleep-mode state, certain functions are terminated. When this happens, Omni-Channel or Chat is not able to reach the client's servers and thus deems the connection to be lost and terminates that session. If your agents need to leave their computer, it's best for the agent to first change the status via the widget to an "Offline" state until they are ready to resume work.
Número del artículo de conocimiento

000384030

 
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Salesforce Help | Article