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This sounds like you may be experiencing the known issue from PRB1177878, please refer to the following article:
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we checked the above mentioned Servicenow KB but that is not our organization case but still the chat messages are dropping ??
This is happening after upgrading it JAKARTA?
When the issue happens, if the users refresh the page does the chat then connect?
when the issue happens, chat is not getting disconnected . They are not receiving the messages so the Snow Rep was sending messages but customer is unable to receive it .
SNOW rep was sending messages that were not being received by customer.