If the page on which the user is chatting with a Zendesk human agent refreshes, either because the user generates it himself, by pressing F5 for example, by accessing a section of the site that causes the refresh, or by closing the browser:
- The conversation with the agent will continue for 60 minutes, opening the window with the active session.
- After more than 60 minutes, the Virtual Assistant window will open.
- If during the 60 minutes the conversation ends, either because the agent closes it or because of some kind of automatic closure, a button indicating "Continue chatting with the agent" will be displayed, which the user can click to perform this action.
- Important: if you press the "Continue chatting with the agent" button in the Chat Report, it will be marked as transferred only once, since the second session does not previously go through the bot, but is accessed directly by the button.
- In the active session with the human agent, if the user clicks the Back button, he/she will return to the window to talk to the Virtual Assistant, i.e. the conversation with the Zendesk agent is lost.
- In the mobile version, if in the process of referral to Zendesk, the user changes the App or blocks the screen, the conversation will end since Zendesk interprets that the conversation is closed, and if the user reopens the conversation, it will be automatically referred again, the agent will see it as a new session and without the chat history, but with the same conversation ID.