Display Front website chat message Upon Re-login

The Problem / Current Behavior

Currently, the implementation of the chat widget exhibits a critical flaw regarding message persistence when a user logs out of the site where the chat is implemented.

• Scenario: A customer is actively logged into our platform and has the chat open or active.

• Action: The customer logs out of our platform (or their session expires).

• Support Action: While the user is logged out, our support agent sends a reply or a proactive message via the Front interface.

• Result: When the customer subsequently logs back into the platform, the chat widget is initialized, but it fails to load and display the message(s) sent by the support agent during the customer's logged-out period. Furthermore, there is no indication (like an unread badge or notification) that a new message has been received.

Expected / Desired Behavior

The standard and expected behavior for a chat solution, especially in a B2B/SaaS context, is that messages sent by either party should persist regardless of the user's login status.

Upon a user logging back into the application, the chat widget must be able to:

• a) Fetch and display all unread messages that were sent while the user was logged out. or

• b) Provide a clear visual cue (e.g., a badge on the chat icon or an "unread messages" separator within the chat history) indicating that new messages are waiting.

Business Impact

This current behavior leads to:

• Customer Dissatisfaction: Customers miss timely support replies, leading to frustration and perceived slow response times.

• Inefficient Support: Our agents believe they have responded to the customer, but the customer never sees the reply, causing unnecessary follow-up actions and increased ticket handling time.

We kindly request that you implement a feature to ensure that all messages sent by support agents are reliably stored and served to the user immediately upon their next successful login, similar to how other industry-standard chat providers handle offline communication.