Hey everyone,
I've set up a Custom Client App to load our in-house CRM. One challenge we're facing is how Genesys handles session persistence when switching away from the app.
The problem:
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Genesys saves the app session when focus moves away, meaning when the user returns, it resumes where they left off.
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If our CRM times out due to inactivity, it doesn't provide a login or reload option-users typically refresh the page to return to the login screen.
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In a standard browser, reloading is easy, but inside the Custom Client App, there's no way to refresh the iframe.
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This forces agents to reload the entire Genesys Cloud tab, which disconnects active calls if they were handling one at the time.
Potential Solutions?
I'm looking for ideas on how to:
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Force the iframe to start fresh each time we load it rather than persisting the previous session.
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Enable a refresh option for the CRM within the Custom Client App, so agents don't have to reload Genesys completely. I've noticed a refresh button appears when Genesys detects a change has been made on the configuration of the iframe. Is there a way of having this refresh button appear all the time?
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Any workarounds that prevent session persistence while maintaining usability.
Has anyone tackled something similar with session handling in Genesys Cloud? Any insights or solutions would be greatly appreciated!
Thanks in advance!
#API/Integrations------------------------------
Ryan Reynolds
Projects and Technical Team Leader
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