Genesys Cloud - Main

Hi @Genesys Community,

While interacting with the agent, the customer unexpectedly closes the browser. As a result, the agent waits but does not receive any further response. When the agent sends another message, they receive an "Error on delivery" notification. However, there is no indication on the agent's side that the issue is due to the customer's browser being closed, which can cause confusion about the source of the problem.

Is it possible to implement a notification on the agent's side to clearly indicate that the issue is caused by the customer's browser closure?

#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#Connect with a Customer (NEW)
#Omni-ChannelDesktop/UserInterface

------------------------------
Haridass Sarangan
------------------------------

Hello Haridass,

I was looking in the Product Ideas Lab and I found that this feature already exists. We try our best to report when a customer fully disconnects from a conversation but there are times where we may not get the disconnect info from the customer. After a period of 10 minutes of inactivity from the customer, we automatically disconnect the interaction.

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------

Hello,

I believe the idea you found is for Web Chat, where Web Messaging works differently and will not inform the agent that the customer has closed the browser unless they send a message.

There are several ideas for this feature in Web Messaging.

https://genesyscloud.ideas.aha.io/ideas/DIG-I-1056

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------

Original Message:
Sent: 03-06-2025 14:05
From: Jason Kleitz
Subject: Error Message – Customer Browser Closed During Interaction with Agent (Web Messenger)

Hello Haridass,

I was looking in the Product Ideas Lab and I found that this feature already exists. We try our best to report when a customer fully disconnects from a conversation but there are times where we may not get the disconnect info from the customer. After a period of 10 minutes of inactivity from the customer, we automatically disconnect the interaction.

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------