# Console connection and recovery

Understand console connection messages and recover your workspace after a connection or session interruption.

*Release 3.3 · operator*

## What it is

INSIDE uses a live connection to update visitors, operators and conversations. If that connection stops, the console shows a connection message and attempts to recover. Some interruptions end the session and require you to sign in again.

## Who uses it and why

Operators use connection messages to recognise when the workspace is reconnecting, when maintenance is taking place and when another sign-in has ended their session.

## Where to find it

Connection messages appear over the console or near the INSIDE logo. During recovery, you may see **Reconnecting** or **Attempting to reconnect...**. There is no Settings screen for ordinary connection recovery.

## How it works

The console loads your website, account and work data when it connects. Live updates then keep the floor and conversation screens current.

After an unexpected disconnect, INSIDE attempts to reconnect. It can reload the console as part of recovery. Wait for the workspace to finish loading before resuming customer work.

Different messages explain different interruptions:

| Message or situation | What happens |
|---|---|
| **Reconnecting** or **Attempting to reconnect...** | INSIDE is trying to recover the live connection. |
| **Inside is shutting down for system maintenance.** | The console clears and returns to sign-in. |
| **Your account has been logged into elsewhere.** | This session is logged out. Acknowledge the message to return to sign-in. |
| **Logged Out** | Read the stated reason, such as inactivity, an administrator ending the session or removed website access. |

## Configure it

There is no operator setting for the automatic recovery process. If the console keeps reconnecting, check your internet connection. If it cannot recover, reload the console or sign in again as prompted.

After recovery, check the selected website, channel, availability and current conversation before continuing.

## Limits and good to know

- A connected browser does not mean the workspace has finished loading.
- A disconnect can leave the visible floor out of date until recovery completes.
- Do not assume an unsent message or pending status change survived a reload. Check the conversation and current status.
- Duplicate-session logout is different from a temporary internet interruption. Reconnecting the old session is not the intended response to that message.
- Recovery timing varies. The console does not promise a fixed reconnection time.

## Depends on and works with

### This feature uses

- **Requires** [Logout and remembered computers](SEC-004.md): A valid operator session is needed to reconnect to the console.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Your account must retain access to the website and channel after reconnecting.
- **Related** [INSIDE console](CON-001.md): After recovery, check that the console has reopened the intended website and channel.
- **Related** [Operator availability status](CON-002.md): Check your current availability after reconnecting before expecting new work.

### Used by

- **Required by** [Live visitors on the floor](VIS-012.md): Operators need a connected console to receive current visitor updates.
- **Required by** [Live visitor and operator floor](CON-006.md): Current floor updates depend on the live console connection.
- **Required by** [Mobile console](CON-033.md): Live mobile work needs the console connection and its recovery handling.
- **Required by** [INSIDE Store App for mobile](CON-034.md): The app needs the live console connection to load and update operator work.
- **Required by** [INSIDE in Salesforce and Dynamics 365](CRM-021.md): Opening a selected live conversation requires a connected INSIDE session.
- **Related** [AI reply streaming settings](AI-037.md): Reconnecting can recover an available temporary reply draft.
- **Related** [Telephone call recovery and wrap-up](RTC-015.md): Review console connection recovery when a telephone call is interrupted by a console disconnect.
- **Related** [Logout and remembered computers](SEC-004.md): Connection recovery explains when an interrupted console session can resume or needs a new sign-in.

## FAQ and troubleshooting

### Why does the floor stop updating?

Look for a connection message. Check your internet connection and allow the console to recover. Reload or sign in again if it remains disconnected.

### Why was I logged out when I opened INSIDE elsewhere?

A competing session can cause the earlier console to display the duplicate sign-in message and log out. Use the session in which you intend to work.

### Do I need to click anything during maintenance?

The console returns to sign-in. Resume after maintenance and sign in again.

### Did my message send before the disconnect?

Open the conversation after recovery and check its transcript and delivery state before sending the message again.