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User leaves the conversation; agent loses unsent message

Related products:Chat/Messaging
  • May 26, 2023
  • 4 replies
  • 6 views
Jackie11

There is a reoccurring issue going on with your chats on the user side: the user loses chats and is forced to start a new session. 

When the chat ends, the unsent message on the agent side disappears. This creates a very uncomfortable problem for the agent. When the user opens a new chat, you have to write your message all over again. 

I recently had a user lose his chat and come back, like, 10 times! It was very exhausting. I am sure for the user as well.

It doesn't look like support is willing to help, so I hope someone will help me understand what's going on here. And who decided that removing unsent messages after the user leaves the conversation was a good idea...

    4 replies

    Jackie11
    • Jackie11
    • Author
    • May 29, 2023

    Anybody? 

    S
    • Sarah36Product Manager
    • Product Manager
    • June 5, 2023

    Hi Jackie,

    Specific to Chat, when the Chat has ended due to the visitor leaving/disconnecting from the session, the agent could actually select the option to Continue Chat to access their previous draft. In the event the end user writes in again and the same agent has been assigned the Chat, they could use the same message they had previously drafted to assist the end user. 

    As Chat is session-based, session disconnections and losing past history is an intrinsic part of the experience. Zendesk has addressed this through the Messaging offering where conversations are no longer session based so both agents and end users can have full context of their interactions so far.

    Hope this helps!

    Jackie11
    • Jackie11
    • Author
    • June 20, 2025

    Hi! We don't have the feature you are describing in our account. 

    Dan Dillenbeck
    Hi Jackie,
     
    It sound like you might be looking to enable messaging, in which case I'd recommend starting here. Let us know if you have any trouble and we'll get you connected with our support team. Take care.
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