Hi @Akhil32 ,
To prevent users from reopening a live agent chat by clicking “Click here to start a new conversation” in the same window, you’ll need to customize the Virtual Agent widget behavior using client-side scripting and session state logic. You can make the input field read-only after chat ends and re-enable it only when the chat window is reopened.
How to Restrict Reopening Chat in Same Window
- Customize the Virtual Agent Web Client Widget
If you're using Service Portal or Next Experience, locate the widget responsible for rendering the Virtual Agent chat interface. This is typically:
- Widget Name: Virtual Agent Web Client
- Found under: Service Portal > Widgets
You’ll need to modify the widget’s client controller and HTML template.
2. Detect End of Conversation
Use the conversationState or sessionState object to detect when the chat has ended. For example:
if (conversationState === 'ended') {
$scope.chatInputDisabled = true;
}
In the HTML:
<input type="text" ng-model="userInput" ng-disabled="chatInputDisabled" />
This disables the input field once the conversation ends.
3. Prevent Reopening Until Window Is Reset
To allow chat only after the window is closed and reopened:
- Store a flag in sessionStorage or localStorage when the chat ends.
- On widget load, check if the flag exists:
- if (sessionStorage.getItem('chatEnded')) {
- $scope.chatInputDisabled = true;
- }
- When the user closes and reopens the chat window, clear the flag:
- sessionStorage.removeItem('chatEnded');
This ensures the input field is only re-enabled on a fresh session.
Optional Enhancements
- Display a message like “Please close and reopen the chat to start a new conversation.”
- Hide the input field entirely instead of disabling it.
- Use a custom end-of-chat action to trigger the disable logic.
Why This Works
- Prevents accidental re-engagement with live agents.
- Ensures session integrity and avoids duplicate assignments.
- Improves user experience by guiding them to restart properly.
If my response helped please mark it correct and close the thread so that it benefits future readers.
Thanks,
Anupam.
