What happens when a completed chat is restarted?

This section explains what happens when a customer sends a new message in a completed chat session.

• If you click "Start New Chat":

  • Clicking the "Start New Chat" button creates a new Chat Session, and the customer is moved to the Auto Response state based on the most recent Chat Session.

  • If the customer clicks "Connect to Agent" during Auto Response, the Chat Session enters the Chat Request status and is routed to Omni-Channel.

• If you click "Continue Chat":

  • The Chat Session status changes from Chat End to Chatting.

  • The Chat Session is also routed back to Omni-Channel.