BoldDesk Live Chat in the Customer Portal is designed to maintain conversation continuity within the same browser session. However, chat history behavior differs when customers open multiple tabs versus when they access the chat from a different browser.

This article explains the expected and supported behavior of BoldDesk chat history in the Customer Portal, including:

• How chat history behaves across browser tabs
• Why chat history is not shared across browsers
• The role of cookies in chat session continuity
• Common scenarios customers may encounter

How BoldDesk Handles Live Chat Sessions (Customer Portal)

BoldDesk maintains Customer Portal chat continuity using browser‑scoped session data. This session data allows the chat widget to restore conversations under specific conditions.

Key Characteristics

• Chat history is retained within the same browser
• Chat history is shared across multiple tabs of the same browser
• Chat history is not shared across different browsers
• Session continuity depends on browser cookies and cached data

This behavior is inherent to BoldDesk’s live chat architecture and does not require additional configuration.

Chat History Behavior by Scenario

1. Opening a New Tab in the Same Browser

Expected behavior: Chat history is retained

When a customer opens the website in a new tab using the same browser:

• The chat widget restores the existing chat session
• Previous messages remain visible
• The conversation continues seamlessly

Required condition:
Browser cookies and site data must remain available. If cookies are cleared before opening the new tab, the chat session cannot be restored.

2. Switching Between Different Browsers

Expected behavior: Chat history is not retained

When a customer accesses the chat widget from a different browser:

• The previous chat history is not available
• BoldDesk creates a new chat conversation

Reason:
Chat sessions are browser‑specific. BoldDesk does not synchronize chat history across browsers.

Use Cases

1. Customer Uses Multiple Tabs
   A customer opens the Customer Portal chat widget in multiple tabs within the same browser. BoldDesk restores the same chat session in each tab, allowing uninterrupted communication.

2. Customer Switches Browsers
   A customer starts a chat in the Customer Portal and later opens the site using another browser. BoldDesk starts a new chat conversation because chat history cannot be shared across browsers.

3. Cookies Are Cleared
   A customer clears browser cookies and reloads the Customer Portal. The previous chat session is no longer available, and a new chat begins.

Frequently Asked Questions

1. Can BoldDesk share chat history across different browsers?
   No. Chat history is stored per browser and cannot be shared across browsers.

2. Does BoldDesk store chat history on the server for anonymous visitors?
   No. For anonymous chat users, chat history relies on browser session data.

3. Why did my chat history disappear after opening a new tab?
   This usually happens if browser cookies or cached data were cleared before opening the new tab.

4. Does incognito or private browsing affect chat history?
   Yes. Private browsing sessions often restrict cookies and storage, which can prevent chat history from being retained.

5. Is this behavior configurable in BoldDesk?
   No. This behavior is inherent to how browsers manage session storage and is not configurable within BoldDesk.

Related Articles

1. How to Set Up a Live Chat Widget in BoldDesk
2. Managing Participants in a Chat Conversation