E-commerce
July 1, 2026
"I was in the middle of a conversation with the bot, I closed the tab, and everything disappeared." "The conversation expired, I have to start all over again." "The agent does not have the chatbot history." Three tickets where an interrupted chatbot conversation wastes time and erodes trust.
The interrupted conversation e-commerce support covers expired sessions, lost history, impossible resumption, and missing context after handoff. Distinct from context transfer (#155): here the customer reports that the conversation was cut off or lost, not just a poor agent handoff.
This guide #881 deploys policy CHATINT-SUP, flow CI-1 to CI-8, and matrix CHATINT-MAP. Customer service of the future pair bot resumption (#882).
Summary
Why do interrupted conversations generate tickets?
Session timeout, browser closure, device change or widget bug: the customer returns without history. The agent asks to "start over" without looking up the transcript or confuses it with latency timeout #877.
Five typical interruption friction points
Expired session: inactivity timeout closes the conversation
Lost history: widget returns empty, no thread
Resume impossible: client wants to continue where they left off
Missing handoff context: human agent with no bot transcript
Device change: mobile to desktop, thread not synced
DTC retail example
DTC fashion, 11k chat tickets/month. After CHATINT-MAP: chatint_resume_resolution_rate 82%, useless restarts -44%.
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CHATINT #881 vs CONTEXT #155, CHATRT #877, HANDOFF #12 and bot #882
Five chat continuity contents, five distinct angles.
Quick matrix
#881 CHATINT: manage lost expired resumed conversation tickets
CONTEXT #155: transfer bot context to agent handoff
CHATRT #877: lag latency timeout delay bot chatrt_timeout
HANDOFF #12: rules when to transfer bot to human
CHATMIS #879: bot misunderstanding distinct from session loss
#881 = my conversation has disappeared. #155 = the agent did not receive the correct context at handoff.
Promise #881
Policy CHATINT-SUP, tree CHATINT-GATE, 8 macros, find transcript and resolve without redoing everything, KPI chatint_resume_resolution_rate.
Which chatint_* typologies to classify?
Action-oriented classifier: session_lost ≠ timeout ≠ handoff_lost ≠ mobile_switch.
Eight CHATINT-MAP typologies
chatint_session_lost: empty history upon widget return
chatint_timeout: expired session due to documented inactivity
chatint_browser_closed: closing tab cleared the thread
chatint_resume_request: wants to resume previous conversation
chatint_context_missing: agent or bot lacks exchange memory
chatint_duplicate_restart: had to restart everything from scratch
chatint_mobile_switch: device change, thread not found
chatint_handoff_lost: handoff without attached transcript
CHATINT-SUP Policy: agent rules and escalation
The CHATINT-SUP policy sets systematic lookup transcript before asking to start over.
Six CHATINT-SUP rules
LOOKUP-FIRST: CHATINT-LOOKUP-TRANSCRIPT macro before any response
Summarize context: CHATINT-CONTEXT-SUMMARY if transcript is found
Guide resumption: CHATINT-RESUME-GUIDE if bot #882 is not active
Handoff with history: CHATINT-HANDOFF-WITH-HISTORY if agent takes over
Prevent recurrence: CHATINT-PREVENT-TIP short session timeout
Do not blame customer: "you should have stayed" alone is forbidden
Situation matrix (agent)
Transcript found: CONTEXT-SUMMARY + resolve after-sales support
Session expired: LOOKUP + RESUME-GUIDE or handoff #155
Wireless handoff: HANDOFF-WITH-HISTORY + escalate ops
Latency issue only: handoff CHATRT #877 not CHATINT
Flow CI-1 to CI-8: standard resolution
Eight sequential steps, SLA P3 chatint < 24 h, escalate ops if handoff_lost is recurring.
Flow CI-1 to CI-8
CI-1 Triage: read complaint, tag chatint_*, interruption or latency #877?
CI-2 Lookup: email order conversation id, archived transcript
CI-3 Educate: PREVENT-TIP timeout if timeout, honest resumption limits
CI-4 Classify: chatint_* via CHATINT-MAP
CI-5 Execute: CONTEXT-SUMMARY, RESUME-GUIDE, HANDOFF-WITH-HISTORY
CI-6 Confirm: macro CHATINT-DONE context recap next step
CI-7 Test: customer resumes ticket or support resolved without restart
CI-8 Close: KPI chatint_resume_resolution_rate + brief #882
Eight ready-to-paste CHATINT-* macros
Aligned macros lookup transcript and conversation resume.
CHATINT-* Library
CHATINT-ACKNOWLEDGE: "We understand that resuming your conversation is difficult. We are finding your exchange."
CHATINT-LOOKUP-TRANSCRIPT: "Search in progress with {{email}} / order {{n°}} / reference {{id}}."
CHATINT-CONTEXT-SUMMARY: "Summary of your bot exchange: {{sujet}}. Last step: {{étape}}."
CHATINT-RESUME-GUIDE: "Reopen the chat with the same email connected. Reference: {{id}} for resume."
CHATINT-HANDOFF-WITH-HISTORY: "An agent is taking over with the attached transcript. Reference: {{id}}."
CHATINT-PREVENT-TIP: "Tip: inactive sessions expire in {{durée}}. Keep reference {{id}}."
CHATINT-ALTERNATIVE: "If widget is empty: contact us via {{canal}} with reference {{id}}."
CHATINT-DONE: "Recap: {{contexte_retrouvé}}. Action: {{résolution}}. Reference: {{id}}."
CHATINT-GATE tree and agent-ready transcripts register
Decision tree before requesting a full restart or ignoring the existing transcript.
CHATINT-GATE
Customer ID known? → Immediate LOOKUP-TRANSCRIPT
Transcript found? → CONTEXT-SUMMARY + resolve CS
Session expired only? → RESUME-GUIDE + PREVENT-TIP
Wireless handoff? → HANDOFF-WITH-HISTORY + escalate #155 ops
Bot timeout latency? → handoff CHATRT #877 chatrt_timeout
Minimum Internal Registry
Document helpdesk: bot session duration, transcript access by email/ID, handoff procedure #155, conversation reference to give to the customer. Train agents: interruption ≠ misunderstanding #879 ≠ breakdown #878.
KPI, QA and handoff to bot #882
Measuring CHATINT detects avoidable restarts and handoffs without history.
Four CHATINT KPIs
chatint_resume_resolution_rate: resumption or resolution without restart / total
chatint_transcript_found_rate: % LOOKUP with transcript found
chatint_handoff_without_history_rate: handoff_lost / total handoffs
chatint_repeat_7d: same interruption complaint within 7 days
Handoff bot #882
Export CHATINT-MAP to intents bot_resume_session, bot_show_reference. Guardrail CHATINT-RESUME-WIDGET: display reference and resume button before session expiration.
Edge cases: anonymous guest, multi-tab, very long session
Three cases outside the standard flow.
Unlogged client without email
LOOKUP by order no. if provided. Otherwise ALTERNATIVE email with login PREVENT-TIP.
Multiple tabs open
CONTEXT-SUMMARY of the most recent thread. PREVENT-TIP single active tab.
Conversation interrupted for several days
Transcript archived if retention is OK. Otherwise resolve customer service directly without promising old bot resumption.
Agent training: 20 minutes CHATINT
Module: Systematic LOOKUP-FIRST, CONTEXT-SUMMARY, distinguish #155 #877 #879, brief #882.
Exercises
Ticket A: empty widget, known email → LOOKUP + CONTEXT-SUMMARY + resolution
Ticket B: session expired 30 min → RESUME-GUIDE + PREVENT-TIP
Ticket C: agent without handoff transcript → HANDOFF-WITH-HISTORY + escalate #155
How Qstomy structures CHATINT in your stack
Qstomy route chatint_*, displays archived agent transcript, generates conversation reference and brief #882 widget resume.
Three building blocks
Routing: intent session_lost vs bot_latency vs sav_issue
Transcript archive: sync macros CHATINT-* lookup by email order id
Bot #882: widget-side conversation resumption and continuity
Scenario: retail DTC, 9 tickets/month lost session. LOOKUP + CONTEXT-SUMMARY agents, bot #882 resume. chatint_resume_resolution_rate goes from 54% to 83% in 4 weeks.
FAQ and CHATINT deployment checklist
FAQ
Does the client have to start all over again?
No if LOOKUP finds transcript. CONTEXT-SUMMARY + resolution or RESUME-GUIDE.
Difference from #155?
#881 = lost or expired conversation. #155 = context transmission at agent handoff.
Difference from #882?
#881 = agents managing interruption tickets. #882 = bot UX resuming the thread on the widget side.
7-Day Checklist
D1: CHATINT-SUP + CHATINT-MAP + helpdesk transcript access
D2: 8 helpdesk macros
D3: routing matrix #155 #877 #12
D4: 20 min agent training
D5: chatint_* tags + KPIs
D6: LOOKUP vs RESUME-GUIDE vs HANDOFF test
D7: bot brief #882 RESUME-WIDGET-GATE
Interlinking
Enzo
July 1, 2026
