In Firefox/Chrome, using shift + enter to start a new line makes the text look like it's disappeared
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In Firefox/Chrome, using shift + enter to start a new line makes the text look like it's disappeared

Live Agent

Last updated 2019-09-07 ·Reference W-4913964 ·Reported By 2 users

Fixed - Winter '20

Summary
When using Chat in Classic Service Console in Firefox/Chrome, if you (as an agent, supervisor, or Visitor) try to start a new line by using shift + enter, a new line will be created, but the size of the text area will not adjust to show both the first line and the new line. Instead, the first line is pushed up and out of view and only the new blank line is visible, which may cause agents to believe that the message they typed has been erased.

That being said, agents can key up to view previous lines, and once the message is sent all lines appear as expected.

Repro
1. Setup Chat and start a Chat that is received by an Agent in Classic Console.
2. As an Agent, type something in the text area to send to the Visitor, but don't send it.
3. Press shift + enter to start a new line without sending the message.
4. Notice the first text entered gets pushed up and isn't visible

Workaround
Send the message and you will see that the text is all intact

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