System and method for managing communication system

A method for managing a communication system of a contact center, the method comprising:

• identifying, by a processor, initiation of a chat communication session through a communication network with a user device operated by a user;
• establishing, by the processor, a first connection to the chat communication session by an automated chat resource, wherein the automated chat resource is configured to listen to chat dialog of the chat communication session and to automatically generate text-based messages for display in response to the chat dialog without human intervention;
• routing, by the processor, the chat communication session to a first agent device operated by a first agent to create a second connection to the chat communication session while also maintaining the first connection of the automated chat resource to the chat communication session;
• detecting, by the processor, a disconnection of the user device from the chat communication session;
• disconnecting, by the processor, the second connection of the first agent device operated by the first agent to the chat communication session and making the first agent device operated by the first agent available for receiving other chat communication sessions while also maintaining an open status of the chat communication session by having the automated chat resource remain connected to the chat communication session as an active participant, wherein the automated chat resource is configured to maintain the open status of the chat communication session for a predetermined timeout period so to enable the user device to disconnect and reconnect to the chat communication session repeatedly until an affirmative end to the chat communication session is detected;
• detecting, by the processor, the user device reconnecting to the chat communication session;
• once the user device is reconnected to the chat communication session, transmitting, by the processor, at least a first text-based message of the text-based messages generated by the automated chat resource to the user device, the first text-based message being generated in response to the detecting the user device reconnecting to the chat communication session;
• routing, by the processor, the chat communication session to a contact center resource, wherein the contact center resource comprises one of the first agent device operated by the first agent or a second agent device operation by a second agent;
• and
• transmitting, by the processor, a portion of a transcript of the chat dialog of the chat communication session to the contact center resource.