chats remain in open state

Summary

Some conversations remain open in ENDED state in Chat Server. However, they should have been in the CLOSED state.

Impact

• No visible business impact.
• Even on Chat server restart, these conversations will not be presented to the agent.
• Chat server would just re-load such conversations from DB on each restart causing unnecessary memory consumption by these conversations.

Root Cause

For some conversations, leaveConversation event isn't received by the Chat Server.

• CLOSE_CHAT_DELAY is set to 1 sec.
• Once customer ends the chat, leaveConversation event should be triggered from agent-gadget upon expiry of CLOSE_CHAT_DELAY.
• Based on the leaveConversation event, the Chat Server marks the chat as CLOSED
• This leaveConversation event is missing for all these chats in ENDED state.
• On agent logout, all conversations of that agent should be closed. But these but somehow these conversations still can't be closed.

Steps to Reproduce

Not reproduced in the lab yet. The scenario isn't clear.

Resolution

Subject to further analysis.

Workaround

It's unusual and happening at certain customers only. Need to develop a script to close all such open conversations.