Genesys Cloud - Main

Hi team,

I've done some research and I am not able to find anything specific related to Web Chat, i.e.:

• If the agent is not responding to the customers, should the agent not get an audio reminder?
• Same for the customer, if the agents are waiting for a message, shouldn't the customer be alerted or ultimately having the chat ended due to inactivity? 

Has anyone worked on this? It's affecting a few customers still using Webchat.

Thanks in Advance.

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Tiago Silva
Senior Solutions Architect - EMEA
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Hi Tiago, 

I have moved this thread to Genesys Cloud - Main community - you're more likely to get your answer there :)

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Nicole Milliken
Senior Online Community Video Specialist
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Hello Tiago, 

• If the agent is not responding to the customers, should the agent not get an audio reminder? - The agent should be getting alerted when there is a web chat to be answered. If not then I would take a look at the alert settings in your Org or take a look at the console and network logs to see if there is a disconnect somewhere. 
• Same for the customer, if the agents are waiting for a message, shouldn't the customer be alerted or ultimately having the chat ended due to inactivity? - I believe this is a feature of web messaging, web chat lacks anything like this. 

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Cameron
Online Community Manager/Moderator
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