Genesys Cloud - Developer Community!

Hi Chris,

Thanks for sharing this.

To help us investigate properly, could you please send us:

• screenshots of the issue

• the SDK version currently being used

• device/os details

From your description, the text trimming on the conversation button and the automatic number-to-link behavior may be related to UI rendering or content handling, but we will need the above details to confirm whether this can be addressed by your dev team or if it requires a change on our side.

Kind regards,
Anton

Hello Anton,

thank you very much for your response. 
the sdk version is the latest 2.3.1 since the dev team has recently started working on this. 
all tester phones are on latest android/iOs versions as far as i know. if you require specific details plz let me know in order to acquire them.
The text that is not showing correctly is the following.

They have also reported that when the user opens the keyboard, it opens on top of the chat conversation so that the user cannot either see what he/she is typing nor the already exchanged messages. 

Kind regards, 
Chris

Hi Chris,

Thanks for sharing this.

To help us investigate properly, could you please send us:

• screenshots of the issue

• the SDK version currently being used

• device/os details

From your description, the text trimming on the conversation button and the automatic number-to-link behavior may be related to UI rendering or content handling, but we will need the above details to confirm whether this can be addressed by your dev team or if it requires a change on our side.

Kind regards,
Anton

Hi Chris,

Thank you for the additional information and for confirming you're using SDK version 2.3.1.

We've opened internal tickets to investigate the issues you've reported.

To help us reproduce and diagnose them, could you please provide:

• a screen recording of the keyboard issue, as it will help us determine whether this is an SDK issue or related to the application integration.

For the text truncation issue, thank you for the screenshot-that's very helpful.

Just to set expectations regarding timelines: the content for our August release has already been finalized and passed QA, so we won't be able to include fixes for these issues in that release. Based on our current understanding, none of the reported issues appear to be critical, so we plan to target them for our next scheduled release, currently planned for September 21. If our investigation indicates that any of the issues should be treated with higher priority, we'll let you know.

We'll keep you updated as we learn more.

Kind regards,

Hello Anton,

thank you very much for your response. 
the sdk version is the latest 2.3.1 since the dev team has recently started working on this. 
all tester phones are on latest android/iOs versions as far as i know. if you require specific details plz let me know in order to acquire them.
The text that is not showing correctly is the following.

They have also reported that when the user opens the keyboard, it opens on top of the chat conversation so that the user cannot either see what he/she is typing nor the already exchanged messages. 

Kind regards, 
Chris

Hi Chris,

Thanks for sharing this.

To help us investigate properly, could you please send us:

• screenshots of the issue

• the SDK version currently being used

• device/os details

From your description, the text trimming on the conversation button and the automatic number-to-link behavior may be related to UI rendering or content handling, but we will need the above details to confirm whether this can be addressed by your dev team or if it requires a change on our side.

Kind regards,
Anton

------------------------------
[InformalName]
------------------------------


Original Message:
Sent: 07-28-2026 08:14
From: Anton Afanasiev
Subject: UI issues - customization

Hi Chris,

Thank you for the additional information and for confirming you're using SDK version 2.3.1.

We've opened internal tickets to investigate the issues you've reported.

To help us reproduce and diagnose them, could you please provide:

• a screen recording of the keyboard issue, as it will help us determine whether this is an SDK issue or related to the application integration.

For the text truncation issue, thank you for the screenshot-that's very helpful.

Just to set expectations regarding timelines: the content for our August release has already been finalized and passed QA, so we won't be able to include fixes for these issues in that release. Based on our current understanding, none of the reported issues appear to be critical, so we plan to target them for our next scheduled release, currently planned for September 21. If our investigation indicates that any of the issues should be treated with higher priority, we'll let you know.

We'll keep you updated as we learn more.

Kind regards,

------------------------------
Anton Afanasiev
Manager, Mobile Development
------------------------------



Original Message:
Sent: 07-28-2026 07:57
From: Christos Kyriazis
Subject: UI issues - customization

Hello Anton,

thank you very much for your response. 
the sdk version is the latest 2.3.1 since the dev team has recently started working on this. 
all tester phones are on latest android/iOs versions as far as i know. if you require specific details plz let me know in order to acquire them.
The text that is not showing correctly is the following.

They have also reported that when the user opens the keyboard, it opens on top of the chat conversation so that the user cannot either see what he/she is typing nor the already exchanged messages. 

Kind regards, 
Chris

------------------------------
[InformalName]
------------------------------




Original Message:
Sent: 07-28-2026 07:13
From: Anton Afanasiev
Subject: UI issues - customization

Hi Chris,

Thanks for sharing this.

To help us investigate properly, could you please send us:

• screenshots of the issue

• the SDK version currently being used

• device/os details

From your description, the text trimming on the conversation button and the automatic number-to-link behavior may be related to UI rendering or content handling, but we will need the above details to confirm whether this can be addressed by your dev team or if it requires a change on our side.

Kind regards,
Anton

------------------------------
Anton Afanasiev
Manager, Mobile Development
------------------------------

Internal Dev team responded:

The mobile messenger SDK gives us very limited access to the UI views, and only at one specific moment.

When the chat starts (and before the chat window appears), the function shouldPresentChatViewController(_ viewController: UINavigationController!) is automatically called, which exposes to us the top-level view (controller) of the chat.

So, within the scope of this function, we have the ability to add buttons for clearing the conversation and for closing the chat window.

Running the debugger, we observe that right before exiting this function, the view hierarchy is as follows:

The only thing exposed to us is the top-level view controller (UINavigationController - blue selection).

Also, through the debugger we can see that when we clear the conversation, the view hierarchy is as follows:

(I've marked in blue the view that causes the problem on small devices)

The problem appears to be that the view constraints force the label to take up all the width it needs for that specific text (in this case, 401.33). This means the width adapts to the size of the text rather than to the size of the label's container.

On large devices this isn't a problem, because the width of the device (and of the view containing this label) is greater than 401.333.

On smaller devices, the device width is smaller, so the text doesn't fit.

Therefore, placing the view controller inside a wrapper during initialization (inside the shouldPresentChatViewController function) does not solve the problem.

If the SDK somehow exposed the UI element containing the text, we might be able to change the constraints.

So we are not able to change this behavior because:

• The constraints set by the SDK make the text take up as much width as it needs to be displayed (401.333).
• Some devices have a smaller width (e.g., an iPhone 13 mini has a width of 375).
• The SDK does not expose to us:
  • Any event when we reach this view
    -Any view (or view controller) beyond the top-level one at the moment it is created by the SDK
    
    

------------------------------
[InformalName]
------------------------------


Original Message:
Sent: 07-28-2026 09:37
From: Christos Kyriazis
Subject: UI issues - customization

------------------------------
[InformalName]
------------------------------



Original Message:
Sent: 07-28-2026 08:14
From: Anton Afanasiev
Subject: UI issues - customization

Hi Chris,

Thank you for the additional information and for confirming you're using SDK version 2.3.1.

We've opened internal tickets to investigate the issues you've reported.

To help us reproduce and diagnose them, could you please provide:

• a screen recording of the keyboard issue, as it will help us determine whether this is an SDK issue or related to the application integration.

For the text truncation issue, thank you for the screenshot-that's very helpful.

Just to set expectations regarding timelines: the content for our August release has already been finalized and passed QA, so we won't be able to include fixes for these issues in that release. Based on our current understanding, none of the reported issues appear to be critical, so we plan to target them for our next scheduled release, currently planned for September 21. If our investigation indicates that any of the issues should be treated with higher priority, we'll let you know.

We'll keep you updated as we learn more.

Kind regards,

------------------------------
Anton Afanasiev
Manager, Mobile Development
------------------------------




Original Message:
Sent: 07-28-2026 07:57
From: Christos Kyriazis
Subject: UI issues - customization

Hello Anton,

thank you very much for your response. 
the sdk version is the latest 2.3.1 since the dev team has recently started working on this. 
all tester phones are on latest android/iOs versions as far as i know. if you require specific details plz let me know in order to acquire them.
The text that is not showing correctly is the following.

They have also reported that when the user opens the keyboard, it opens on top of the chat conversation so that the user cannot either see what he/she is typing nor the already exchanged messages. 

Kind regards, 
Chris

------------------------------
[InformalName]
------------------------------





Original Message:
Sent: 07-28-2026 07:13
From: Anton Afanasiev
Subject: UI issues - customization

Hi Chris,

Thanks for sharing this.

To help us investigate properly, could you please send us:

• screenshots of the issue

• the SDK version currently being used

• device/os details

From your description, the text trimming on the conversation button and the automatic number-to-link behavior may be related to UI rendering or content handling, but we will need the above details to confirm whether this can be addressed by your dev team or if it requires a change on our side.

Kind regards,
Anton

------------------------------
Anton Afanasiev
Manager, Mobile Development
------------------------------

Also we seem to have corrected the keyboard issue with the following (?)

Internal Dev team responded:

The mobile messenger SDK gives us very limited access to the UI views, and only at one specific moment.

When the chat starts (and before the chat window appears), the function shouldPresentChatViewController(_ viewController: UINavigationController!) is automatically called, which exposes to us the top-level view (controller) of the chat.

So, within the scope of this function, we have the ability to add buttons for clearing the conversation and for closing the chat window.

Running the debugger, we observe that right before exiting this function, the view hierarchy is as follows:

The only thing exposed to us is the top-level view controller (UINavigationController - blue selection).

Also, through the debugger we can see that when we clear the conversation, the view hierarchy is as follows:

(I've marked in blue the view that causes the problem on small devices)

The problem appears to be that the view constraints force the label to take up all the width it needs for that specific text (in this case, 401.33). This means the width adapts to the size of the text rather than to the size of the label's container.

On large devices this isn't a problem, because the width of the device (and of the view containing this label) is greater than 401.333.

On smaller devices, the device width is smaller, so the text doesn't fit.

Therefore, placing the view controller inside a wrapper during initialization (inside the shouldPresentChatViewController function) does not solve the problem.

If the SDK somehow exposed the UI element containing the text, we might be able to change the constraints.

So we are not able to change this behavior because:

• The constraints set by the SDK make the text take up as much width as it needs to be displayed (401.333).
• Some devices have a smaller width (e.g., an iPhone 13 mini has a width of 375).
• The SDK does not expose to us:
  • Any event when we reach this view
    -Any view (or view controller) beyond the top-level one at the moment it is created by the SDK
    
    

------------------------------
[InformalName]
------------------------------



Original Message:
Sent: 07-28-2026 09:37
From: Christos Kyriazis
Subject: UI issues - customization

------------------------------
[InformalName]
------------------------------




Original Message:
Sent: 07-28-2026 08:14
From: Anton Afanasiev
Subject: UI issues - customization

Hi Chris,

Thank you for the additional information and for confirming you're using SDK version 2.3.1.

We've opened internal tickets to investigate the issues you've reported.

To help us reproduce and diagnose them, could you please provide:

• a screen recording of the keyboard issue, as it will help us determine whether this is an SDK issue or related to the application integration.

For the text truncation issue, thank you for the screenshot-that's very helpful.

Just to set expectations regarding timelines: the content for our August release has already been finalized and passed QA, so we won't be able to include fixes for these issues in that release. Based on our current understanding, none of the reported issues appear to be critical, so we plan to target them for our next scheduled release, currently planned for September 21. If our investigation indicates that any of the issues should be treated with higher priority, we'll let you know.

We'll keep you updated as we learn more.

Kind regards,

------------------------------
Anton Afanasiev
Manager, Mobile Development
------------------------------





Original Message:
Sent: 07-28-2026 07:57
From: Christos Kyriazis
Subject: UI issues - customization

Hello Anton,

thank you very much for your response. 
the sdk version is the latest 2.3.1 since the dev team has recently started working on this. 
all tester phones are on latest android/iOs versions as far as i know. if you require specific details plz let me know in order to acquire them.
The text that is not showing correctly is the following.

They have also reported that when the user opens the keyboard, it opens on top of the chat conversation so that the user cannot either see what he/she is typing nor the already exchanged messages. 

Kind regards, 
Chris

------------------------------
[InformalName]
------------------------------






Original Message:
Sent: 07-28-2026 07:13
From: Anton Afanasiev
Subject: UI issues - customization

Hi Chris,

Thanks for sharing this.

To help us investigate properly, could you please send us:

• screenshots of the issue

• the SDK version currently being used

• device/os details

From your description, the text trimming on the conversation button and the automatic number-to-link behavior may be related to UI rendering or content handling, but we will need the above details to confirm whether this can be addressed by your dev team or if it requires a change on our side.

Kind regards,
Anton

------------------------------
Anton Afanasiev
Manager, Mobile Development
------------------------------

Hi Chris,

Thank you for the additional details and for sharing your team's findings. I'll forward this feedback to our engineering team, as it provides valuable context for the investigation.

We've now created 4 internal tickets based on the issues you've reported. The good news is that the text truncation issue has already been identified and fixed on our side. Unfortunately, since the content for our August release has already been finalized and passed QA, this fix will still be delivered as part of our next scheduled release, currently targeting September 21.

It's also great to hear that your team appears to have resolved the keyboard issue. If you can confirm that the workaround consistently addresses the problem, we'll review whether the corresponding ticket should remain open or can be closed.

Thank you again for your collaboration and the detailed investigation. We'll keep you updated on the remaining items as we make progress.

One more thing-we really appreciate how collaborative your developers have been. If they're willing, we'd love to hear any general feedback about their experience integrating the SDK. For example, are there areas where they'd like more flexibility, such as access to Mobile Messenger views for customization, or anything else that felt limiting or awkward?

We also have a short survey if they'd be willing to complete it:
https://forms.cloud.microsoft/pages/responsepage.aspx?id=nOZceM-Qx02ogurzEtHRXddBFfZoTn9BsQOrPcV3-kBUODJNNzRGN0JVMVBEUktTMlQzMElSMjNROC4u&route=shorturl

Also we seem to have corrected the keyboard issue with the following (?)

Internal Dev team responded:

The mobile messenger SDK gives us very limited access to the UI views, and only at one specific moment.

When the chat starts (and before the chat window appears), the function shouldPresentChatViewController(_ viewController: UINavigationController!) is automatically called, which exposes to us the top-level view (controller) of the chat.

So, within the scope of this function, we have the ability to add buttons for clearing the conversation and for closing the chat window.

Running the debugger, we observe that right before exiting this function, the view hierarchy is as follows:

The only thing exposed to us is the top-level view controller (UINavigationController - blue selection).

Also, through the debugger we can see that when we clear the conversation, the view hierarchy is as follows:

(I've marked in blue the view that causes the problem on small devices)

The problem appears to be that the view constraints force the label to take up all the width it needs for that specific text (in this case, 401.33). This means the width adapts to the size of the text rather than to the size of the label's container.

On large devices this isn't a problem, because the width of the device (and of the view containing this label) is greater than 401.333.

On smaller devices, the device width is smaller, so the text doesn't fit.

Therefore, placing the view controller inside a wrapper during initialization (inside the shouldPresentChatViewController function) does not solve the problem.

If the SDK somehow exposed the UI element containing the text, we might be able to change the constraints.

So we are not able to change this behavior because:

• The constraints set by the SDK make the text take up as much width as it needs to be displayed (401.333).
• Some devices have a smaller width (e.g., an iPhone 13 mini has a width of 375).
• The SDK does not expose to us:
  • Any event when we reach this view
    -Any view (or view controller) beyond the top-level one at the moment it is created by the SDK
    
    

------------------------------
[InformalName]
------------------------------




Original Message:
Sent: 07-28-2026 09:37
From: Christos Kyriazis
Subject: UI issues - customization

------------------------------
[InformalName]
------------------------------





Original Message:
Sent: 07-28-2026 08:14
From: Anton Afanasiev
Subject: UI issues - customization

Hi Chris,

Thank you for the additional information and for confirming you're using SDK version 2.3.1.

We've opened internal tickets to investigate the issues you've reported.

To help us reproduce and diagnose them, could you please provide:

• a screen recording of the keyboard issue, as it will help us determine whether this is an SDK issue or related to the application integration.

For the text truncation issue, thank you for the screenshot-that's very helpful.

Just to set expectations regarding timelines: the content for our August release has already been finalized and passed QA, so we won't be able to include fixes for these issues in that release. Based on our current understanding, none of the reported issues appear to be critical, so we plan to target them for our next scheduled release, currently planned for September 21. If our investigation indicates that any of the issues should be treated with higher priority, we'll let you know.

We'll keep you updated as we learn more.

Kind regards,

------------------------------
Anton Afanasiev
Manager, Mobile Development
------------------------------






Original Message:
Sent: 07-28-2026 07:57
From: Christos Kyriazis
Subject: UI issues - customization

Hello Anton,

thank you very much for your response. 
the sdk version is the latest 2.3.1 since the dev team has recently started working on this. 
all tester phones are on latest android/iOs versions as far as i know. if you require specific details plz let me know in order to acquire them.
The text that is not showing correctly is the following.

They have also reported that when the user opens the keyboard, it opens on top of the chat conversation so that the user cannot either see what he/she is typing nor the already exchanged messages. 

Kind regards, 
Chris

------------------------------
[InformalName]
------------------------------







Original Message:
Sent: 07-28-2026 07:13
From: Anton Afanasiev
Subject: UI issues - customization

Hi Chris,

Thanks for sharing this.

To help us investigate properly, could you please send us:

• screenshots of the issue

• the SDK version currently being used

• device/os details

From your description, the text trimming on the conversation button and the automatic number-to-link behavior may be related to UI rendering or content handling, but we will need the above details to confirm whether this can be addressed by your dev team or if it requires a change on our side.

Kind regards,
Anton

------------------------------
Anton Afanasiev
Manager, Mobile Development
------------------------------

Hello Anton, 

Thank you very much for the text truncation fix. I will inform the client that on September 21st this fix will be released. 
I confirm that the keyboard issue has been resolved. 

The only issue remaining is the one linkifying any random series of numbers which causes frustration to users.
Do you have any updates on that? Its both for iOs and Android.

Kind regards, 

Chris

Hi Chris,

Thank you for the additional details and for sharing your team's findings. I'll forward this feedback to our engineering team, as it provides valuable context for the investigation.

We've now created 4 internal tickets based on the issues you've reported. The good news is that the text truncation issue has already been identified and fixed on our side. Unfortunately, since the content for our August release has already been finalized and passed QA, this fix will still be delivered as part of our next scheduled release, currently targeting September 21.

It's also great to hear that your team appears to have resolved the keyboard issue. If you can confirm that the workaround consistently addresses the problem, we'll review whether the corresponding ticket should remain open or can be closed.

Thank you again for your collaboration and the detailed investigation. We'll keep you updated on the remaining items as we make progress.

One more thing-we really appreciate how collaborative your developers have been. If they're willing, we'd love to hear any general feedback about their experience integrating the SDK. For example, are there areas where they'd like more flexibility, such as access to Mobile Messenger views for customization, or anything else that felt limiting or awkward?

We also have a short survey if they'd be willing to complete it:
https://forms.cloud.microsoft/pages/responsepage.aspx?id=nOZceM-Qx02ogurzEtHRXddBFfZoTn9BsQOrPcV3-kBUODJNNzRGN0JVMVBEUktTMlQzMElSMjNROC4u&route=shorturl

Also we seem to have corrected the keyboard issue with the following (?)

Internal Dev team responded:

The mobile messenger SDK gives us very limited access to the UI views, and only at one specific moment.

When the chat starts (and before the chat window appears), the function shouldPresentChatViewController(_ viewController: UINavigationController!) is automatically called, which exposes to us the top-level view (controller) of the chat.

So, within the scope of this function, we have the ability to add buttons for clearing the conversation and for closing the chat window.

Running the debugger, we observe that right before exiting this function, the view hierarchy is as follows:

The only thing exposed to us is the top-level view controller (UINavigationController - blue selection).

Also, through the debugger we can see that when we clear the conversation, the view hierarchy is as follows:

(I've marked in blue the view that causes the problem on small devices)

The problem appears to be that the view constraints force the label to take up all the width it needs for that specific text (in this case, 401.33). This means the width adapts to the size of the text rather than to the size of the label's container.

On large devices this isn't a problem, because the width of the device (and of the view containing this label) is greater than 401.333.

On smaller devices, the device width is smaller, so the text doesn't fit.

Therefore, placing the view controller inside a wrapper during initialization (inside the shouldPresentChatViewController function) does not solve the problem.

If the SDK somehow exposed the UI element containing the text, we might be able to change the constraints.

So we are not able to change this behavior because:

• The constraints set by the SDK make the text take up as much width as it needs to be displayed (401.333).
• Some devices have a smaller width (e.g., an iPhone 13 mini has a width of 375).
• The SDK does not expose to us:
  • Any event when we reach this view
    -Any view (or view controller) beyond the top-level one at the moment it is created by the SDK
    
    

------------------------------
[InformalName]
------------------------------





Original Message:
Sent: 07-28-2026 09:37
From: Christos Kyriazis
Subject: UI issues - customization

------------------------------
[InformalName]
------------------------------






Original Message:
Sent: 07-28-2026 08:14
From: Anton Afanasiev
Subject: UI issues - customization

Hi Chris,

Thank you for the additional information and for confirming you're using SDK version 2.3.1.

We've opened internal tickets to investigate the issues you've reported.

To help us reproduce and diagnose them, could you please provide:

• a screen recording of the keyboard issue, as it will help us determine whether this is an SDK issue or related to the application integration.

For the text truncation issue, thank you for the screenshot-that's very helpful.

Just to set expectations regarding timelines: the content for our August release has already been finalized and passed QA, so we won't be able to include fixes for these issues in that release. Based on our current understanding, none of the reported issues appear to be critical, so we plan to target them for our next scheduled release, currently planned for September 21. If our investigation indicates that any of the issues should be treated with higher priority, we'll let you know.

We'll keep you updated as we learn more.

Kind regards,

------------------------------
Anton Afanasiev
Manager, Mobile Development
------------------------------







Original Message:
Sent: 07-28-2026 07:57
From: Christos Kyriazis
Subject: UI issues - customization

Hello Anton,

thank you very much for your response. 
the sdk version is the latest 2.3.1 since the dev team has recently started working on this. 
all tester phones are on latest android/iOs versions as far as i know. if you require specific details plz let me know in order to acquire them.
The text that is not showing correctly is the following.

They have also reported that when the user opens the keyboard, it opens on top of the chat conversation so that the user cannot either see what he/she is typing nor the already exchanged messages. 

Kind regards, 
Chris

------------------------------
[InformalName]
------------------------------








Original Message:
Sent: 07-28-2026 07:13
From: Anton Afanasiev
Subject: UI issues - customization

Hi Chris,

Thanks for sharing this.

To help us investigate properly, could you please send us:

• screenshots of the issue

• the SDK version currently being used

• device/os details

From your description, the text trimming on the conversation button and the automatic number-to-link behavior may be related to UI rendering or content handling, but we will need the above details to confirm whether this can be addressed by your dev team or if it requires a change on our side.

Kind regards,
Anton

------------------------------
Anton Afanasiev
Manager, Mobile Development
------------------------------