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Authenticated Web messaging retains end user details on shared devices when the browser window is closed

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  • 1.  Authenticated Web messaging retains end user details on shared devices when the browser window is closed

    Posted 03-28-2025 01:46
    No replies, thread closed.

    Hi,

    Would like to know if this is an expected behavior from the wider community. And if so, how did you workaround this situation?

    We are in the process of deploying authenticated Web messaging for a customer. During the initial testing, they came across this issue where more than one end users share the same device to chat. Everything works fine if the end user of the web messaging/chat explicitly logs out of the website but when the end user closes the browser without logging out and a different user sharing the same device initiates chat, user 2 is able to continue user 1's chat session. 
    1. User 1 logs in on shared/public device
    2. User 1 closes the browser (doesn't logout)
    3. User 2 logs in on same device
    Expected Result: User 2 is logged in as User 2 in Genesys chat window
    Actual Result: User 2 is logged in as User1 in Genesys chat window
    Is this an expected behavior. If so, is there a recommended way to deal with this issue? 

    #DigitalChannels

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    Dhanalakshmi Vasudevan
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  • 2.  RE: Authenticated Web messaging retains end user details on shared devices when the browser window is closed
    Best Answer

    Posted 03-28-2025 14:17
    No replies, thread closed.

    Hello,

    The user session details are stored locally on the browser to facilitate the asynchronous nature of web messaging. The behavior you describe is exactly what is supposed to happen since the expectation is that visitors will come from their own Windows user accounts. The system has no way of knowing that the user has changed.

    I would suggest that you set the browser to clear cookies etc. on exit. This should prevent the session from carrying over. It would, however, rely on User 1 always closing the browser before User 2 attempts to access.

    HTH



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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