[New Feature] Investigate a keep-alive on the widget so that we can be notified when the visitor closes the tab.

[ear-dev]

Only applies to In Queue state. When the visitor begins a live agent chat with a real agent, the keep alive should be ignored/disabled.

This would allow us to take appropriate actions depending on where the user was in the workflow.

• In the escalated case on web, this allows us to close the salesforce case so that we do not waste the live agents time while waiting for the timeout.
• Other ways we could use this flag?

[ear-dev]

Please consider the two tab case.

[ear-dev]

Please verify that our SDK fork is up to date, and that our catchup workflow is tracking the correct branch. Default branch == multiple-client

[ear-dev]

Exploration: Can we log when users close the tab and analyze later?
Analysis:

• what state was the session in when they closed the tab (DF, SF - escalated?)
• Did user close tab and come back and continue the conversation?
• Did an agent pick up or wait on a user that closed the tab (user did not come back)?
• Generally profile what close tab behavior is like at the moment.

[ear-dev]

@itzzritik Log when a user closes the tab. Add info to the log point:

• current department
• In escalation queue or talking to live agent
• roomID
• log
• to stderr (note not a real error but the only logs we are catching)

Add an admin UI switch to toggle "log tab closed events", "room close upon tab closed events"

[ear-dev]

@Shailesh351 can you maybe work with Ritik to help him figure out how to discover the queue state for logging.

• Talking to DF (DF)
• Waiting in queue for a live agent (SF)
• Talking to a live agent (SF)

[Shailesh351]

@itzzritik One way I can think of for getting the current state of the room is by accessing departmentId from Room. and for waiting in the queue, we can set additional data(maybe customField or livechatData in the salesforce app) and listen for the same in the live chat widget by subscribing to relevant events(I'm not sure exactly what will be that event). We might also need to make changes in js SDK for the same

[itzzritik]

PR Raised: WideChat/Rocket.Chat - PR#1039
Total 3 PRs (all mentioned in the above PR)☝️

Linked Issue: WideChat/Rocket.Chat - Issue#984