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Automatically restore sessions after a browser refresh

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Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Oct 1, 2024 - Apr 2025

Business value

While working in Customer Service workspace, when service representatives refresh their browser windows, they expect all previously opened sessions and tabs to reappear. Current functionality requires that users reopen their sessions and tabs one by one. This usability improvement saves time and allows service representatives to be more productive.

Feature details

While using Customer Service workspace, users expect that when refreshed, a browser reloads any previously opened sessions and tabs.

Current experience

Currently, if a browser in Customer Service workspace is refreshed or reconnected for any reason, the app reloads only the home page. Users then have to manually reopen any other tabs or sessions one by one, such as calls, cases, chats, messages, and so forth. This manual reload is forced in any of the following scenarios:

  • Slow browsers due to memory issues.
  • Microphone or headset issues.
  • Network issues.
  • Accidentally or intentionally closing a browser tab, or the browser completely.

New experience with session restore

In the new experience, the following automatic actions occur when the browser refreshes:

  • Entities, such as case, accounts, and so forth, and their application tabs are restored.
  • Focus is restored to the last session or app tab that was previously in view.
  • After the user's presence is reloaded, conversations are restored, such as calls, chats, and so forth.

New experience callouts

Users should be mindful of the following caveats when using the new browser refresh experience:

  • The order of session tabs might change.
  • If there are multiple browser sessions and tabs open, only the latest updated browser sessions and tabs are reloaded.
  • Cross browser functions aren't supported. For example, refreshing from Edge to Chrome.
  • The productivity pane state and focus are restored, but the productivity tool state isn't restored.
  • Chats, calls, and other generic sessions are restored only after the user presence is reestablished. There is a delay in this functionality when compared to the restoration of other sessions and tabs.

See also

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