In a Connect Chat conversation, if a user has scrolled up to read a previous message and a new message is received, the window does not automatically scroll back down to show the new message. Instead the user must manually scroll down to see that a new message has been received.
All supported releases that still use Connect Chat
This is Expected behavior.
See resolution notes.
Working as designed. If the user has manually scrolled up to read a message and the application constantly scrolls away from that message that the user is trying to read because of new messages, it would be a bad user experience. The user will need to scroll back down to view new messages.
Connect Chat is now legacy. Consider switching over to agent chat.