Chat Interactions are still in progress even after agent closed the chat

[shaa066]

We are facing an issue where the agent closes the interaction, the state of the interaction changes to closed complete but still the interaction remains open as the end user is able to send the messages on that chat.
what can be done?

[Ankur Bawiskar]

@shaa066 

the state is set to Closed complete on form?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[shaa066]

Yes the state is set to closed complete, but if we check the internal transcript of the chat then it is still in progress it doesn't the get the system message as Agent has closed the chat

[Ankur Bawiskar]

@shaa066 

is this happening all the time or sometimes?

Is this happening for only 1 user?

Was this working fine earlier and you recently upgraded?

[shaa066]

last working last month, and it is only for one user, it was working fine after upgrade as well