Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Oct 1, 2024 |
- | Oct 2025 |
Business value
When service representatives refresh their browser windows while in the Customer Service workspace, they expect all previously opened sessions and tabs to appear. Current functionality requires that users reopen their sessions and tabs one by one. This usability improvement saves time and helps service representatives be more productive.
Feature details
When users work in the Customer Service workspace, they expect a refreshed browser to reload the sessions and tabs they opened.
Current experience
Currently, if a user refreshes or reconnects a browser in the Customer Service workspace, the app reloads only the home page. Users need to reopen any other tabs or sessions, such as calls, cases, chats, and messages. The app forces this manual reload in any of the following scenarios:
- Slow browsers due to memory issues.
- Microphone or headset issues.
- Network issues.
- Accidental or intentional closing of a browser tab or the browser.
New experience with session restore
In the new experience, the browser automatically restores the following items when it refreshes:
- Entities, such as cases and accounts, and their application tabs.
- Focus to the last session or app tab that users viewed.
- After the user's presence reloads, the browser restores conversations such as calls and chats.
New experience callouts
Be aware of the following caveats when using the new browser refresh experience:
- The order of session tabs might change.
- The browser refresh experience reloads only the latest updated browser sessions and tabs when multiple browser sessions and tabs are open.
- The browser refresh experience doesn't support cross-browser functions. For example, it doesn't support refreshing from Edge to Chrome.
- The browser refresh experience restores the productivity pane state and focus but doesn't restore the productivity tool state.
- The browser refresh experience restores chats, calls, and other generic sessions only after the user presence reestablishes. There is a delay in this functionality when compared to the restoration of other sessions and tabs.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Additional resources
Enable session restore to automatically reopen sessions and tabs (docs)