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Support Article

CSR is not prompted when a chat session is disconnected by user



CSR is not prompted when a chat session is disconnected by the user. Even after disconnection, the CSR is able to enter messages which however, do not reach the user.

Error Messages

Not Applicable.

Steps to Reproduce

  1. Log in to the application and initiate a chat
  2. Turn off the user WiFi and do not reconnect
  3. Send chat messages to the disconnected chat

Root Cause

A defect in Pegasystems’ code or rules. The interval to display the error message was 2-4 minutes.


Apply HFix-45461.


Published August 24, 2018 - Updated December 2, 2021

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