Collapse
Submit a Service Request
Contact Information for Technical Support
My Service Notifications
Chats not terminated when end user uses the close button
Answer ID 12828 |
Last Review Date 05/10/2024
Why do the chats not get terminated when end users close the chat from the browser using the close button directly?
Environment:
Customer Portal
Chat - End-user client, Chat - Agent Console
B2C Service Chat
Customer Portal
Chat - End-user client, Chat - Agent Console
B2C Service Chat
Issue:
Chats are not getting disconnected when the end-user abandons the chat by closing the tab/browser directly
Reason:
When an end user closes the chat using the browser/tab close button directly, the behavior of chat disconnect notifications varies based on the behavior of the browser, device, and operating system from where the end-user initiated the chat. Few browsers either deprecated or do not allow to act on browser close event to communicate with the chat server of Oracle B2C Service for disconnecting a chat.
Link for more details:
Chrome: https://developer.chrome.com/docs/web-platform/deprecating-unload
Behaviors Based on a few commonly used browsers
| Browser Type | Windows | Mac | Android | iPhone |
| Chrome | Chats closed from the tab/browser close (X) button directly after 1 minute do not get disconnected automatically | Chats closed from the tab/browser close (X) button directly after 1 minute do not get disconnected automatically | Chats closed from the tab/browser close (X) button or by sliding directly do not get disconnected automatically | Chats closed from the tab/browser close (X) button or by sliding directly do not get disconnected automatically |
| Edge | Chats closed from the tab/browser close (X) button directly after 1 minute do not get disconnected automatically | Not Applicable | Chats closed from the tab/browser close (X) button directly do not get disconnected | Not Applicable |
| Safari | Not Applicable | Chats closed from the tab/browser close (X) button directly do not get disconnected automatically | Not Applicable | Chats closed from the tab/browser close (X) button directly after 1 minute do not get disconnected automatically |
Resolution/Alternative:
As an option to control the issue, chat presence management can be used. The chat presence management follows a polling mechanism that doesn't depend on the browser events. Setting up the chat presence management configuration settings with optimized values would help in managing the chat disconnect after the user leaves the browser.
For more information, please refer to: End-user absent in Chat message, Configuration settings of chat Presence Management
