Conversation continuity

What Stand restores

After a visitor starts a conversation, the widget saves the session identifier and visitor access token in that website’s browser storage. On a later widget load, Stand checks that saved session before performing a new responder lookup.

A valid active session restores the same responder presentation and fetches the current server transcript. Messages, supported cards, captured session state, and the durable conversation language return in sequence. The restore does not create or consume another chat.

The storage belongs to the website origin. Same-site pages that load the same Stand installation can therefore return the visitor to the conversation, while another origin cannot read or reuse that state.

New messages and reading position

While the chat is open, Stand distinguishes between a visitor who is already reading the end of the transcript and one who has scrolled upward.

Ended, invalid, and unavailable sessions

• A restored closed session returns to the conversation-ended state. It is not reopened as an active conversation.
• Start a new chat clears the completed session boundary and creates a new session only after the visitor begins the next conversation.
• Malformed or incomplete saved session state is discarded instead of being treated as a valid visitor credential.
• If restoration temporarily fails, the widget retries with bounded backoff before abandoning the saved state.
• When the saved session cannot be restored, Stand clears it and returns to normal availability lookup for a possible new conversation.
• Session-scoped presentation state is cleared with the closed live session; it is not applied to an unrelated later conversation.

Availability and prerequisites

• Conversation restoration is available on every plan and does not require a dashboard setting.
• The website must continue loading Stand under the same browser origin.
• The browser must permit the site to use local storage.
• The saved visitor token must still authorize access to the same session.
• The conversation’s server-side data must still exist under the organization’s retention and live-session lifecycle.

Limits and privacy boundary

• Continuity does not identify the visitor across browsers or devices and is not account synchronization.
• Clearing browser site data removes the local pointer needed to restore the session.
• A page on a different origin cannot restore the saved conversation, even if it belongs to the same organization.
• Restoration preserves the established session and responder; it does not rerun new-chat routing merely because the page changed.

Related features

• Visitor messaging and chat controls — The Stand widget gives website visitors a real-time text conversation with a matched rep or AI Stand-in. Visitors can send formatted messages, minimize or resize the window, end a conversation, and start another without leaving the website.
• Conversation language — A Stand-in can converse in more than 100 languages and follows the language the visitor is actually using. When the visitor clearly switches languages, the next Stand-in reply mirrors the switch and the widget changes its built-in interface language when that localization exists.
• Conversation History — History is the searchable record of completed human and AI conversations, including their transcripts, captured outcomes, origin, timing, and assigned responder.