Disconnections when users click on links sent through chat

[Josh Rose]

We love this product and have recently started using the proactive chat feature as well, which has significantly increased the number of chat reference questions we receive. One thing has come up though and I was wondering if others have encountered this:

When a user clicks on the proactive chat link, the chat dialog opens in a new browser window. The user then messages the librarian with a question and the librarian responds. The problem is that sometimes the librarian will send the user a link, and sometimes when the user clicks on that link, the link has opened in the same browser window, abruptly ending the chat session.

Is there a way to make it so links sent via chat open in a new browser window and not the one where the chat is taking place?

Like make links sent via chat like <a href="URL" target="_blank">TEXT</a> ?

Josh

[LibraryH3lp Support]

Hi Josh,

Hm, that's interesting and unfortunately I can't seem to duplicate it despite quite a bit of testing.  Links in the widget have a call to window.open when the guest clicks a link, so they really should always open up in a new tab/window. Our developers tossed around some ideas about possible causes and about all we can think of is that maybe there are certain browser settings (or browser extensions) that break the window.open functionality. 

Really sorry to not have a slam-dunk answer or promise to improve it.  If, by chance, you have a configuration on hand that reproduces this behavior, we'd love to take a look at it!

Very best,
Pam
LibraryH3lp support

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