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.