Symptoms

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When the chat disappeared at end user side, you may observe below error on browser console,

Conversation <sys_id> does not exist.

While opening the disappeared conversation in connect mini window, you may observe below message,

security prevents viewing this conversation.

Release

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Jakarta 

Cause

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Custom business rule was updating the opened_by field of chat_queue_entry record with agent sys_id and hence Chat logic fails. 

Resolution

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Review the custom business rule and set the condition of business rule as "sys_class_name != chat_queue_entry" so that business rule will not be executed for chat_queue_entry and hence chat logic would work as expected.