Introducing Configurable Guest Session for Web Messaging
We're excited to announce Configurable Guest Session for Web Messaging - giving organizations more control over session duration while keeping customers informed as their conversation approaches expiration.
With this release, admins can configure how long a guest session remains active after inactivity, and end users receive clear notifications when their session is about to expire. The result is a more transparent, privacy-conscious messaging experience that can be tailored to different business needs.
Why it matters
Messaging experiences often need to balance convenience, privacy, and operational flexibility. Configurable Guest Session helps by making session timing easier to manage for admins and easier to understand for customers.
What's new
Configurable guest session duration
Admins can now configure the Guest Session TTL in Messenger configuration using predefined values or a custom duration.
Custom durations can also be set using months, days, hours, and minutes.
Clear notifications for end users
Customers are informed when their session has a defined expiration window.
- For shorter session durations (less than 60 minutes), the welcome message can let users know when the session will expire due to inactivity.
- In dependently from the session duration, in the final 5 minutes before expiration, users will also see a notification when they open Messenger, helping them decide whether to continue the conversation before it ends.
What Happens When a Session Expires
When the guest session expires:
- Access to the session is no longer allowed
- The Messenger resets the session state and clears the transcript
- In Web Messenger, the experience collapses and reopens as a new blank session
- In Mobile Messenger, users can start a new conversation from a fresh screen
Conversation history retention
Message retention is managed separately from session duration.
For Curated Contacts, conversation history retention (Message TTL) can be kept for up to 18 months. For other contacts, Message TTL remains 15 days.
Key benefits
For customers
- More transparency about session timing
- Better privacy through session reset behavior
- Fewer surprises when inactivity causes a session to end
For admins
- More control over session duration
- Flexibility to support different business and privacy needs
- Configuration changes apply to new sessions without disrupting active ones
For agents and supervisors
- Better visibility when a session expires
- Improved transcript and reporting context for expired sessions
Ready to get started?
Configurable Guest Session helps organizations create messaging experiences that are more flexible, more transparent, and better aligned to customer expectations.
Join the Genesys Community to share how you plan to use Configurable Guest Session in Web Messaging and connect with others building more intentional messaging experiences.
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David Kempl
Senior Product Manager, Genesys Cloud Mobile
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