The behavior on reconnect depends on the channel(s) you are using in the conversation.
Conversation/Chat (modern Messaging platform)
If either you or the visitor are disconnected, you can simply return to continue the conversation. In our modern Messaging platform, conversations are resumable even if they are closed. You can also send messages even when the visitor is offline. A disconnect does not stop or interrupt the conversation.
Live Chat (legacy Chat platform)
In our legacy Chat platform, you must typically have a life connection to the visitor to chat. Live Assist for Microsoft Dynamics 365 (LAD365) does have an auto-reconnect feature, however. It will resume the chat if reconnected within 40-seconds of the disconnect.
Co-browse
Uses a secure websocket (WSS) connection from visitor to cloud and another from cloud to agent. If a connection is lost, LAD365 will make repeated attempts to reconnect. The time delay between each attempt will increase with each failure.
Voice or Video connections
LAD365 uses WebRTC for exchanging media between consumer and cloud, and between cloud and agent.
We have two main strategies for handling poor network conditions:
- Using PLI/NACK/ULPFEC to handle packet loss.
- Adaptive bitrate for video using REMB. This allows the bitrate of the video to be varied - lowering or raising the bitrate as network conditions allow.