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Support Article

Chat client on mobile browser disconnects



The below issues occur after establishing a chat connection with a CSR:
  • The chat interaction disconnects on switching to other applications or on locking the screen
  • The client is not notified when the chat ends. However, the CSR receives the below message:
    The chat has ended. Customer has disconnected.

The issues occur on iOS and Android mobile platforms, while using Chrome and Safari browsers.

Error Messages

Not Applicable

Steps to Reproduce

Case 1
  1. Open the chat URL 
  2. Establish a chat connection with a CSR
  3. Lock the phone or switch to other applications

Case 2

  1. Open the chat URL
  2. Establish a chat connection with a CSR
  3. Do not lock the phone or switch to other applications

Root Cause

A defect in Pegasystems’ code or rules.


Apply HFix-42518.




Published August 19, 2019 - Updated December 2, 2021

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