Getting "customer is not connected" pop up in agent console

SmartAssist
1

Hi All,

I have started observing that we get a pop up in agent console mentioning “customer is not connected”.
May i know why suddenly we are seeing this, previously we were not seeing any such thing.
Attaching a screenshot for reference.

image
image735×129 10.4 KB

please let me know if this is an error and how can we fix it.

Thanks,

2

This is recent implementation to let know the Agents that the customer is connected or not.

Documenation Link: https://docs.kore.ai/smartassist/release-notes/3-x-x-release-notes/#v3121_April_19_2025

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