jaimo94 | 2022-08-17 09:25:51 UTC | #1
I was hoping to get some clarity on how long the far-end party should be able to view the conversation history for a web messaging interaction? The information on it is a bit conflicting saying that it's available for 15 days but if there is no activity after 72 hours the session expires. Also we have tested this and found that the history is still viewable after 72 hours of inactivity, so this doesn't seem to be the case either.
chad.hansen | 2022-08-17 14:49:42 UTC | #2
Hi Jaimo94,
The customer's view of the conversation will continue as long as 72 hours of inactivity is not reached (customer and agent inactivity). If the conversation continues for more than 15 days, messages older than 15 days will begin to "fall off" of the conversation history.
After 72 hours of inactivity, upon the next refresh or page visit the customer would be presented a new conversation session.
I hope this helps!
system | 2022-09-16 14:48:40 UTC | #3
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