Disconnected chat

To restart a disconnected Microsoft business chat, the options depend on which service was used:

1. If the chat was in a Dynamics 365 Customer Service/Contact Center chat widget
   • If the browser/tab was closed or the connection was lost, the chat session is kept for a limited reconnection period (by default 3 minutes, but the administrator can change this).
   • Reopen the same page and chat widget as soon as possible. If returning within the configured reconnection duration and the session was not explicitly ended, the chat can reconnect to the same representative and continue.
   • If returning after the reconnection time or if either side ended the session, the previous chat is moved to Closed/Wrap-up and a new chat must be started from the same widget.
   • If a reconnection link was shared in the previous chat, use that link to reconnect, provided the reconnection time has not expired and the session was not ended.
2. If the chat was a Lync/Skype for Business (Lync 2013) conversation
   • Open the Lync main window.
   • Select the Conversations icon above the search box.
   • Choose All (for recent conversations) or Missed (for missed requests).
   • Double-click the conversation to resume it; Lync sends a new conversation request to the other participant(s).
   • For a meeting, double-click the meeting entry to reopen the meeting window.

If none of these apply (for example, if it was a generic web support chat on support.microsoft.com), typically the only option is to return to the same support page and start a new chat session, as those web chats usually cannot be resumed once disconnected.

References:

• Understand disconnected chats
• Configure reconnection to a previous chat session
• Restart a Lync conversation or meeting