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  • 1.  Threading timeline behaviour in Messaging

    Posted 12-05-2024 07:15

    Hi Everyone, 

    I have disabled the messaging threading timeline in Genesys. However, I observed the following behavior during testing, which does not align with my expectations:

    Scenario 1: The agent closed the Genesys workspace tab in the browser and reopened it after 5 minutes. The interaction remained live and was not disconnected.

    Scenario 2: The customer closed the website tab they were using to send messages and reopened it after 5 minutes. The same messaging session resumed without any issues.

    Scenario 3: Both the agent and customer closed their respective browser tabs and reopened them later. The messaging session remained intact in this case as well.

    Since threading is disabled, I expected a new conversation to start in all three scenarios. However, the system retained the existing session. Could you please help me understand why this behavior occurs.


    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels

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    Karthik Ageer
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  • 2.  RE: Threading timeline behaviour in Messaging
    Best Answer

    GENESYS
    Posted 12-05-2024 09:08

    Hi Karthik,

    Did the message interactions actually disconnect(have an end time) and then reopen?  If the interaction hadn't disconnected, then it may still just see it as the same interaction as opposed to it being threaded.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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