Agent Chat Visibility control configuration

[Robert Crawley]

I'm working on allowing our chat agents the option to place a chat on hold so that the idle timer ignores that particular interaction. I got the initial piece put together, and the IdleChatHandler does in fact ignore the interaction. I got there by adding an On Hold choice to sys_cs_conversation, but once that record is placed On Hold the chat panel widget becomes hidden on the Service Operations Workspace for my chat agents. Additionally, the chat user receives a "message not delivered" when they try to respond. Obviously, that is not an ideal experience. Once the agent moves the Interaction back to "Work in Progress" the chat pane becomes visible again and the chat resumes as normal. 

My question is, does anyone know what controls that chat panel visibilty on the SOW, and what is controlling the chat flow between the chat user and the agent? If I can solve both of those, then that should get me to usable On Hold state. I've been digging around our dev instance, looking Script Includes, BRs, UI Actions, SOW configuration pages, etc. The closest I think I have come is this extension point: 

CloseChatWindowExtPoint. There's several functions in here that seem to suggest they control closing the chat and chat visibility. I don't know where those are defined though? The documentation suggests it's a configuration in either AWA somewhere or with the Conversational Interfaces configurations. I've looked into AWA, and the service channel I set up has a condition to check for On Hold, New, and Work In Progress, so I don't think that's it. I haven't found anything in Conversational Interfaces that suggests it is controlling the chat active state. Not sure where else to look; Any help would be immensely appreciated.