Under certain conditions, you can CAN open a webchat in multiple browser tabs. Below are the general rules, which are then followed by different use cases that illustrate how this feature works.
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Let’s say the user opens the Support page on one tab and attempts to start a chat with an Agent on Chat Queue 1.
The user then opens the Quote page on another tab and starts a chat with another Agent on Chat Queue 2. At this point, the following happens:
The system closes the session on Chat Queue 1. The Agent on this session receives a notification that the User Left.
The system launches the second webchat application (the one for Chat Queue 2) and pulls the user through the flow configured for this session (for example, this could be asking the user to complete a registration form and placing the chat into Chat Queue 2).
Important: The session on Chat Queue 1 closes EVEN IF the session on Chat Queue 2 is not yet started. For example, the second webchat application has a data collection form. When the user opens the new tab with the new webchat application that loads the data collection form, the session with Chat Queue 1 ends. If the user closes Chat Queue 2 or leaves it unattended, Chat Queue 1 still ends.A session starts for this second webchat application.
If the user then returns to the tab for the Support page, the following happens:
The system closes the session on Chat Queue 2.
The system re-launches the session on Chat Queue 1.
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