The past three days we have been experiencing chats being dropped/ended without the customer or the agents ending the session. Twice we have heard the chat alert and the chat did not follow. We also see chats in the completed section that we never saw so we did not reply to. While in an active chat session with a customer it will just disconnect from the user. A few weeks ago Rod in Tech Support helped me with embedding our chat icon and also making the chat icon disappear when we are offline. Maybe this has something to do with it?

Jenny