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Messenger Javascript SDK - Multiple sessions/Resetting

  • 1.  Messenger Javascript SDK - Multiple sessions/Resetting

    Posted 06-05-2025 18:36

    Ethan_Nelson | 2023-02-09 16:40:20 UTC | #1

    Hello! Is it possible to keep track of multiple sessions for a user under one domain?

    Currently, we use the Messenger Javascript SDK as a way for agents to message with another department, while also tying specific documents and data with the session. Overtime, the conversation feed persists and gets very cluttered.

    This brings me back to the original question. Is there a way to have a process similar to this workflow?

    Example:

    Starting a session in context of a specific document -> finishing the session -> starting & finishing another session in context to another document -> going back to the previous session to view

    I've looked at the docs for any indicators of supporting this type of implementation, but I wanted to double check. Local storage reference (genesys.cloud)

    If this is not supported, is there a way to reset the session so as to reduce clutter over time?

    Thank you! Ethan

    Angelo_Cicchitto | 2023-02-14 19:56:37 UTC | #2

    Hi - I'm not sure I'm understanding what the concept of "Starting a session in context of a specific document". In general, I believe you would benefit from two upcoming features:

    1. Conversation Disconnect (it's in Beta now, you can apply to enroll) so that agent that answers the interaction can also disconnect it in a way that forces originating user to start a new conversation the next time.
    2. We are now starting new work on the other direction, allowing originating user to also disconnect and start a new conversation when needed.

    Ethan_Nelson | 2023-02-10 15:11:52 UTC | #3

    Sorry! I realize what I wrote did not make sense in context of Messenger SDK. By "Starting a session in context of a specific document" I was referring to using the database plugin and setting the "customAttributes" when the Messenger opens.

    I think Conversation disconnect might be just what we're looking for. Thank you!

    system | 2023-03-12 15:12:17 UTC | #4

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 18353



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