Live Chat - iOS Bug, Chat session ends

[CiaranGillespie]

Hello,

we are using 3cx as our livechat solution on our website. We have noticed a trend of many abandoned chats with the reason "Web visitor terminated the session". We have narrowed this down to a bug in IOS and can replicate the behavior on iPhones, but not on Android. If a user opens a chat session, and flicks to another app (whatsapp, facebook etc.) whilst waiting for the agent to reply the session will terminate unexpectedly

Steps to replicate:

• Open chat session from website
• Get connected to agent, start chatting
• Flick to another app (Whatapp, facebook etc.) , leaving safari running in the background
• Come back to safari - chat session has been ended between the agent and user

iOS version 15.5 , iPhone 13, Browser Safari

The main issue is a large demographic of our users are on iPhone, so we are seeing loads of abandoned sessions on a daily basis and very frustrated users/agents when they get disconnected.

 

[Vali_3CX]

@CiaranGillespie
You cannot prevent this in iOS, unfortunately, this is how the iOS is handling applications; from its point of view, if user put an application in the background (ie, switching to another app) it means the user is no longer interested in it so it can be killed/suspended.

 

[CiaranGillespie]

@CiaranGillespie
You cannot prevent this in iOS, unfortunately, this is how the iOS is handling applications; from its point of view, if user put an application in the background (ie, switching to another app) it means the user is no longer interested in it so it can be killed/suspended.

Very frustrating as a lot of people tend to open a chat session, and do other things like reply to their messages whilst waiting for an agent. Interestingly we never saw this issue what using PureChat on the website.

 

[Dmitry Yurkin]

Hello, the problem that current version of LiveChat not reconnecting on disconnect and iOs, as Vali said, force disconnect all connections if application is in background. We are working on auto-reconnection in upcoming updates.

 

[mhemmes_ffdyn]

Yeah, this needs to be fixed fast. It’s unusable and my customers are making comments. Very unprofessional. Session tokens exist for a reason, use them.