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Web Messaging issues with iOS clients

  • 1.  Web Messaging issues with iOS clients

    Posted 06-05-2025 18:36

    Marty_Hand | 2022-05-03 20:12:35 UTC | #1

    Good day, We had planned to migrate from Web Chat to Web Messaging in 2 weeks but have had to put that on hold because of the following issues:

    1. If someone initiates a web messaging session from an iOS device and when we answer them the Safari browser is not the active, foreground app with the device awake, the messages are not delivered. If the user wakes the device or makes Safari the foreground app any messages sent at that time will be received, but the previous messages are never received by the client. This make Web Messaging completely worthless to our organization since >75% of our contacts are from mobile devices
    2. Genesys Bots do not have a timeout for input for digital channels. Currently the only timeout is for voice input which is fine, but if a digital message is sent asking to verify they want to continue holding, we need to be able to time it out at some point to end the interaction if the person has gone to a different application on their phone and never responds to the bot. That isn't currently available.

    So, I 'm wondering if anyone else has run into these two issues and has found any kind of a workaround? Thanks Marty

    Angelo_Cicchitto | 2022-05-04 07:56:14 UTC | #2

    Hi Marty, thanks for raising these!

    1. Regarding the iOS issue, we'll review internally the behavior you described, and fix once we reproduce it.
    2. Agree, that is a valid improvement to Genesys Bots, would unlock several use-cases. We have an idea posted, to prioritize this on the roadmap: https://genesyscloud.ideas.aha.io/ideas/AI-I-90.

    John_Carnell | 2022-05-04 12:31:59 UTC | #3

    Hi Marty,

    Would you please open a ticket with our Care team and DM Angelo the ticket number so that he can attach the internal ticket tracking this work to the Care ticket. The forum posts do not have an SLA associated with them nor do they allow for internal tracking of tickets.

    Thanks, John Carnell Manager, Developer Engagement

    system | 2022-06-03 12:32:09 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: 14564



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