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On your shift, you may sometimes see a new chat come in but the patron navigates away before the chat is claimed.
Even if a patron closes the chat on their end and goes offline, claim this chat and send a message to the patron that they'll see when they return. This creates a better user experience for the patron than if the chat is simply closed.
A new script (canned message) has been added that you can now quickly send to patrons in this situation:
If after a few minutes, you don't hear from the patron, you could then close the chat.
Here's an example of what this might look like: