Genesys Cloud - Main

So, Messaging being asynchronous can have timing issues like this.  The conversation stays open for 72 hours as an active session.   Supposed the agent ends the conversation and then later on, the customer ends the conversation.  That is probably what you are seeing.  If either of them continues the conversation in that 72-hour period, it is not really ended.  I would assume you case the agent disconnected and then later on the customer also ended by either using the trash can or not responding to the original response from the agent.  @Angelo Cicchitto, is that about right?

Hi Robert 

The app we use from the AppFoundry for social within Genesys classes social as chat rather than messaging. 

Thanks 

Karl 

So, Messaging being asynchronous can have timing issues like this.  The conversation stays open for 72 hours as an active session.   Supposed the agent ends the conversation and then later on, the customer ends the conversation.  That is probably what you are seeing.  If either of them continues the conversation in that 72-hour period, it is not really ended.  I would assume you case the agent disconnected and then later on the customer also ended by either using the trash can or not responding to the original response from the agent.  @Angelo Cicchitto, is that about right?

So, your social platform is using Guest Chat?  I would suggest they implement the Open Messaging instead and bring their conversations in over that as their own provider.  In fact, they could have different providers for the different platforms or types.  

Hi Robert 

The app we use from the AppFoundry for social within Genesys classes social as chat rather than messaging. 

Thanks 

Karl 

So, Messaging being asynchronous can have timing issues like this.  The conversation stays open for 72 hours as an active session.   Supposed the agent ends the conversation and then later on, the customer ends the conversation.  That is probably what you are seeing.  If either of them continues the conversation in that 72-hour period, it is not really ended.  I would assume you case the agent disconnected and then later on the customer also ended by either using the trash can or not responding to the original response from the agent.  @Angelo Cicchitto, is that about right?