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Enable session restore to automatically reopen sessions and tabs (preview)

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Important

  • This is a preview feature.
  • Preview features aren’t meant for production use and might have restricted functionality. These features are available before an official release so that customers can get early access and provide feedback.

By default, when a browser is refreshed or reconnected in the Customer Service workspace app, only the home page reloads. Service representatives must manually reopen all their sessions and application tabs, including calls, cases, chats, messages, and more. Common reasons a browser might close include browser memory issues, microphone or headset problems, network instability, or accidental browser closures.

As an administrator, you can enable session restore, which automatically restores sessions when the browser refreshes. Session restore ensures that service representatives can promptly resume their work without having to manually reconstruct their workspaces. Key entities, such as cases, accounts, and their associated application tabs are reopened, and focus restores to the last session or application tab in view. After the presence is loaded, conversations, including calls and chats, are reinstated.

Session restore considerations

Keep in mind the following considerations before you enable the session restore feature.

  • When there are multiple browser sessions or tabs, the system won't restore the session properly for channel-specific sessions, such as chat, voice, and so forth.
  • The order of session tabs might change.
  • When there are multiple browser sessions or tabs, the system restores only the latest updated browser tab or session.
  • Cross-browser restoration, such as from Microsoft Edge to Google Chrome, isn't supported.
  • While the productivity pane state and focus are restored, the system doesn't restore the state of the productivity tools.
  • The system restores chats, calls, and other conversations after presence is reestablished. There's a slight delay when compared to other sessions.
  • Sessions that are initiated by third-party providers via Dynamics 365 Channel Integration Framework aren't restored.

Enable session restore for service representatives

  1. In the site map of Customer Service admin center or Contact Center admin center, select Miscellaneous.
  2. In New and upcoming features, select Manage.
  3. Select the Session restore check box, and then select Save.

Overview of Customer Service workspace
Overview of the productivity pane