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  • 1.  Genesys Web Messaging - Chats retained between authenticated users.

    Posted 05-09-2023 22:34
    No replies, thread closed.

    Hi Community,

    We're working on implementing Genesys Web Messaging on our website which has users log in with an email and password.  I'll call this a Gateway.  The user can start a chat with in the gateway and get assistance from our staff.  The issue we're experiencing is related to cookies.  Say User 1 logs out and User 2 logs in on this shared PC/Device, the information from User 1 chat will appear for User 2.  

    We found through testing that cookies were causing the chats to appear across user accounts in the same browser.  After clearing cookies, we noticed this fixed the issue, however we've tried to change how our sites cookies are managed, however this now causes an issue whereby when a user has an active chat logs out and back in, their active chat is gone.  If the Genesys agent responds, they get the Red exclamation mark indicating delivery failure.

    Just wondering if anyone with any experience with deploying Genesys Web Messaging on a Gateway website that has user logins, has a possible solution to prevent chat cookies appearing across accounts and to retain a chat interaction if a user logs out and back in?

    Thanks


    #Implementation
    #Security

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    Robert Niblock
    APM
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  • 2.  RE: Genesys Web Messaging - Chats retained between authenticated users.

    Posted 05-10-2023 00:17
    Edited by Vaun McCarthy 05-10-2023 00:31
    No replies, thread closed.

    Hi Robert

    Just confirming, when you say authenticated users, I'm guessing your users authenticate to the website but you're not actually using authenticated messaging on the Genesys side?  My guess is in the change you've done on the website, you have the local storage/cookies being cleared.  That makes sense as it is the cookie ID that is tracking that person as an ephemeral contact within Genesys.  With that cookie gone, there is nothing tying that person to the prior messaging session.

    While it's not a straight forward thing, you may want to consider using Genesys authenticated messaging instead - especially if you have a lot of instances of shared devices.

    What you're seeing as a delivery failure with that red exclamation mark is likely just from the user not being online or their browser being closed.  If the cookie still existed, then next time they logged in and went to messaging that notification should send and refresh.



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    Vaun McCarthy
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  • 3.  RE: Genesys Web Messaging - Chats retained between authenticated users.

    Posted 05-10-2023 12:05
    No replies, thread closed.

    Are your users sharing credentials on the device? If they each log in as themselves to the PC, then the cookies should be attached to their (Windoze?) user account....



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    Paul Simpson
    Eventus Solutions Group
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  • 4.  RE: Genesys Web Messaging - Chats retained between authenticated users.

    Posted 05-12-2023 09:26
    No replies, thread closed.

    We're experiencing the same issue. Customers log into their account, start web messaging, finish, log out. Any other user of the same device could log into their (different) account and would still see the chat of the previous user.



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    Henry Hildesheim
    Fabletics Inc
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    Original Message


  • 5.  RE: Genesys Web Messaging - Chats retained between authenticated users.

    Posted 05-13-2023 11:39
    No replies, thread closed.

    Good conversation. As Vaun and Paul alluded to, our Authenticated Web Messaging feature supports End-User Validation through an open standard, known as OpenID Connect, see step 6.h in Configuration Guide: https://help.mypurecloud.com/articles/configure-messenger/
    When this feature is enabled, it will solve the use-case: the current messaging conversation is "linked" to the End-User's unique identifier that Genesys Cloud can retrieve from backend integration to your Auth Service, therefore even clearing local browser storage will not even be required.
    For future we will explore other ways to further simplify session resumption, perhaps with simple Email validation (think of OTP confirmation), for businesses where strong Auth validation is not mandatory.



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    Angelo Cicchitto
    Genesys - Employees
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    Original Message


  • 6.  RE: Genesys Web Messaging - Chats retained between authenticated users.

    Posted 05-13-2023 19:11
    No replies, thread closed.

    Keen to stay tuned on this OTP type authentication Angelo.  I had considered doing something similar to what whereby we would create a random string in a Bot flow, send that out via SMS and await the end-user to input that in via an Ask for Slot, then compare the two.  What's still missing from that piece is getting the phone number in a secure manner.  If we let the end-user manually enter the phone number then it still leaves a hole.



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    Vaun McCarthy
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    Original Message


  • 7.  RE: Genesys Web Messaging - Chats retained between authenticated users.

    Posted 05-17-2023 21:00
    No replies, thread closed.

    Thank you for the suggestion.  We've not setup this authentication method and we'll certainly look into this further as it seems to be a more robust solution than having the web devs setup the site to clear cookies.



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    Robert Niblock
    APM
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    Original Message


  • 8.  RE: Genesys Web Messaging - Chats retained between authenticated users.

    Posted 07-26-2025 14:56
    Edited by Rakesh Singh 07-26-2025 15:08
    No replies, thread closed.

    Hi Angelo Cicchitto,

     I am working Genesys Web Messaging widget code on our website, where users authenticate using a username and password. After logging in, users can initiate a chat session to receive assistance from Live Agent.

    However, I am encountering an issue related to session persistence on Same browser. Specifically, if User A logs out and User B subsequently logs in on the same device or browser, User B can see the previous chat history of User A. This behavior appears to be caused by session data or cookies being retained in the browser, leading to chat continuity across different user sessions...

    I am  looking for a solution to ensure that each user's chat session remains private and is not accessible by other users on the same device.

    Thank you



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    Rakesh Singh
    Consultant
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    Original Message


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