Automatic Reconnection If the Connection Drops Mid-Session

A Co-browse session depends on a live real-time link between the customer's browser and the agent's. If that link drops for a moment — flaky wifi, a network switch — the system doesn't give up on the session immediately: it retries the connection on its own.

How it works

1. When an unexpected drop is detected, the widget switches to a "reconnecting" state and shows it on screen (the agent sees "Session interrupted — retrying in a few seconds"; the visitor's session pill changes color).
2. It retries with growing delays: 0.5s, 1s, 2s, 4s, and 8s (up to 5 attempts, about 15 seconds total).
3. If any attempt succeeds, the session picks up exactly where it left off — no need to ask the customer for consent again, and the 10-minute countdown keeps running from where it was.
4. In parallel, the system expects an activity signal (heartbeat) every few seconds. If none arrives for 30 seconds straight, the session is closed with reason "disconnect" — even if the socket manages to reconnect afterward.

Example

Mid-session, the customer's device switches from wifi to mobile data and loses signal for 6 seconds. The agent briefly sees "Reconnecting…" and the session restores itself — no cutoff, no new consent prompt.

Tips

• The first retries are nearly instant (half a second); a brief signal drop almost never actually ends a session.
• If the drop lasts more than 30 seconds, the session has already ended with reason "disconnect" even if the visitor comes right back — in that case, start a new one.

Troubleshooting

If sessions keep ending with reason "disconnect," check the stability of the customer's (or agent's) network before suspecting an Omnifox issue — the system already retries automatically before giving up.