Agent Chat Window Disappears in Service Operations Workspace After Accepting Live Chat Request

[George_1]

When an end user requests to connect with a live agent, the chat request is successfully received by the agent in SOW. The agent can accept the request and, after acceptance, both the Interaction record and the chat window briefly appear.

However, within a second or two, the chat window disappears automatically, while the interaction remains accessible. As a result, the agent is unable to continue the live chat conversation.

Has anyone experienced a similar issue with Agent Chat in Service Operations Workspace?

Any guidance or troubleshooting suggestions would be greatly appreciated.

[IbrarA]

Hi @George_1, 

A few things to check, in this order.

Make sure the agent and the end user are on separate logins, not just separate tabs. Testing both sides from one login drops the chat window like this.

Check the agent's roles. They need awa_agent and workspace_agent, plus read access to the interaction table. Without that read access you get the same one second flash while the record still opens fine.

Check if anyone changed the label on the Interaction Type field. That breaks the out of box setup and causes this, and it's easy to miss.

Last, look at any business rule or flow on interaction that runs when the agent accepts. If something changes the state right then, the panel closes while the interaction stays open.

Thanks