Agent chat does not end when chat window is closed

[Developer28]

When a user starts a chat with an agent it opens a new browser window, and sometimes they close that chat window thinking that it will end the chat, but it doesn't end it, and then the agent accepts the chat and there is nobody there, and system marks it as handled instead of abandoned.

Is there any way I can make it so that when the chat box is closed, then the interaction can be automatically closed and the chat ended?

Also if they open the chat using the button on the bottom right corner of the service portal, then it will open in the same browser window, but sometimes they click the X on the bottom, which minimizes the chat window, but they think that it closes it. Is there any way to make it so that instead of minimizing the chat, it will end it ?

Thanks.

[Juhi Poddar]

Hello @Developer28 

The out-of-the-box (OOTB) behavior is designed to minimize the chat with a tooltip, which serves a specific purpose. This functionality has been implemented intentionally to enhance user experience. Overriding this default behavior may not be the best approach, as it could disrupt the intended design and usability.

Workaround that can be done is changing the minimize icon to something more meaningful.

You can refer the post: Change the minimize icon of virtual agent

Hope this helps!

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Thank You
Juhi Poddar