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'<customer_name> is typing' is still shown in chat even though the chat session has ended
Answer ID 8581   |   Last Review Date 03/19/2019

Why am I seeing that the end-user is still typing even if the chat has ended?


Chat, Agent Console


This behavior can occur if the end-user types some text without pressing enter and then disconnects chat.

When a chat is terminated by the end-user the 'Engagement' tab enters read-only mode and information present within the transcript is being incremented. i.e. Data like duration and actions that the end-user was performing while they disconnected, remain frozen as the connection towards the chat session ends.