Genesys Cloud - Main

Hi everyone,

I'm currently working with Genesys Cloud and exploring troubleshooting approaches for digital channels such as Web Messaging, Email, and other digital interactions.

I would like to understand the best practices followed by the community for troubleshooting digital-channel issues, particularly:

• Messages not reaching the agent
• Conversations getting stuck or disconnected
• Routing issues in digital queues
• Agent availability and utilization issues
• Web Messaging connection/session problems
• Delays in message delivery
• Troubleshooting using Genesys Cloud Architect, Analytics, and interaction logs
• Common configuration issues that can cause digital-channel failures

What troubleshooting steps or tools do you normally use first when investigating these issues?

Any practical examples, recommended logs, metrics, or diagnostic approaches would be greatly appreciated.

Thanks in advance for sharing your experience!

Hi Raju,

A good starting point is usually the Conversation ID and approximate timestamp. From there, I would use Conversation Details to establish whether the interaction reached the expected flow and queue, how it was routed, and where it stopped progressing.

If the interaction reached the queue but was not offered to an agent, I would check the agent state at that time - On Queue/routing status, queue membership, utilization/concurrency, skills and routing configuration. Capturing the agent state around the time of the issue can be particularly useful, as their current availability may be different by the time the issue is investigated.

For messaging channels, I would also check the inactivity/TTL configuration. Depending on the configured inactivity handling, conversations can be disconnected or rerouted after a period of inactivity, which can sometimes appear to be a stuck or disconnected conversation.

For Web Messaging specifically, I would then look at the deployment/configuration, inbound messaging flow and, where appropriate, browser console/network logs.

My general troubleshooting path would be:

Conversation ID/timestamp → Conversation Details → Architect/queue routing → agent availability/utilization → inactivity/TTL → channel configuration/logs.

If escalation to Genesys Support is required, having the Conversation ID, correlation ID and relevant console/network logs available can make the investigation much easier.

Hope this helps!

Hi Raju,

One approach I usually take, in addition to the troubleshooting steps already mentioned, is to reproduce the problem in a controlled scenario and compare a successful interaction with a failed one.

For example, I normally try the same channel with another user, queue, browser/session, or deployment when applicable. This helps isolate whether the issue is related to the channel itself, a specific configuration, routing, or the agent side.

For Web Messaging, I also like to reproduce the issue with the browser Developer Tools open and Preserve Log enabled. If the problem happens before the conversation is properly created or routed in Genesys Cloud, the browser console and network/HAR logs can provide useful evidence that may not be visible from Architect or Analytics alone.

Genesys also recommends reproducing issues while collecting console/network logs, especially when the case may need to be escalated to Product Support:

https://help.mypurecloud.com/articles/gather-network-logs/

Another useful test is simply comparing the same scenario with another user or workstation:

https://help.mypurecloud.com/articles/troubleshoot-before-calling-product-support/

So my approach is usually: reproduce → isolate what changes between working and failing scenarios → collect evidence while the failure is happening → then investigate the specific layer involved.

This can save a lot of time compared to troubleshooting the entire digital flow at once.

Hi Raju,

One additional tip I'd like to share for troubleshooting digital channels is to leverage the Genesys Cloud API Explorer. Testing the relevant APIs directly can provide valuable insight into the response and error details, particularly when investigating issues such as message delivery failures. It's a useful troubleshooting step..

Example:

/api/v2/conversations/messages/{conversationId}

messageStatus": "delivery-failed",
          "messageSegmentCount": 1,
          "messageTime": "2026-08-04T20:08:58.831Z",
          "media": [],
          "stickers": [],
          "messageMetadata": {
            "type": "Text",
            "events": [],
            "content": []
          },
          "errorInfo": {
            "message": "Message delivery failed with the following payload: [InvalidDestination - Websocket no longer active]",
            "code": "DELIVERY_FAILED",
            "messageWithParams": "Message delivery failed with the following payload: [{errorPayload}]",
            "messageParams": {
              "errorPayload": "InvalidDestination - Websocket no longer active"
            },
            "details": [],
            "errors": []