Chats close automatically on the workspace after they are opened within a few seconds

[Renaud Larcier]

We're on Washington and we have HD agents alerted by Chat interactions coming from our CSM portal and the moment they accept the alert the chat is like ending on the cfg workspace, forcing the customer to start a new conversation. As customers are forced to start a new conversation they are forced to go through our VaChat dialog again that contains a few questions, which can be frustrating when time matters. I know a PRB is open but I'm surprised we don't have more customers complaining about this. Any of you has introduced workaround like bypassing VaChat if the next chat interaction is only a few seconds/minutes old ?  PRB1776097 is the known problem but not seeing movement on this 
#Chat#CSM#Vachat#Workspace

[ersureshbe]

Hi,

Please review the articles provided below, as they outline the workarounds and solutions for similar issues.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0998370

For some time browser cache issue creates more impact. Please try with other browsers or clear cache and restart the machine.

[daltoroberto]

Hi Renaud,

Did you manage to solve this problem? This situation is still happening. I have tried to solve this problem by ServiceNow support, and received a response from them saying that the problem will only be resolved in this versions:

Washington DC Patch 9 - avaiable in 5/12/2025

Xanadu Patch 4 - 6/12/2025

Yokohama - 1/30/2025

This problem is greatly affecting a huge operation belonging to my client and I am looking for a solution to, at least, turn the damage as minimum as possible.