This is expected as the message interaction was never answered by an agent and thus remained in the queue.
Original Message:
Sent: 02-21-2025 06:23
From: Karthik Ageer
Subject: Web Messaging Session Timeout and Reconnection Behavior in Genesys Cloud
If a customer initiates a messaging interaction and it is routed to an unstaffed queue, then closes the browser, the interaction remains in the queue. If the customer reopens the same browser after 72 hours, the original interaction is still in the queue, as Genesys does not automatically end it. However, in the messaging widget, the customer does not see the previous conversation and must start a new interaction. Is this the expected behavior?
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Karthik Ageer
Original Message:
Sent: 02-18-2025 08:55
From: Cameron Tomlin
Subject: Web Messaging Session Timeout and Reconnection Behavior in Genesys Cloud
Hello Karthik,
As long as you have the threading time set to 72 hours as long as the customer comes back to messenger within that time table then yes message threading will connect to the same interaction.
Cheers,
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 02-18-2025 07:18
From: Karthik Ageer
Subject: Web Messaging Session Timeout and Reconnection Behavior in Genesys Cloud
What is the purpose of threading? In a chatbot conversation, if the customer fails to respond three or more times, the bot will disconnect or exit the flow. If the customer is transferred to an agent, they will still have to wait for an available representative for ever.
Assuming the customer has reopened the tab after 72 hours, will the messaging widget reconnect to the same interaction?
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Karthik Ageer
Original Message:
Sent: 02-14-2025 13:51
From: Fnu Ganesh
Subject: Web Messaging Session Timeout and Reconnection Behavior in Genesys Cloud
That is the expected behavior, once the message routed to the queue, even though customer disconnected, the session will be active until agent answer and complete the interaction or else message sit in the queue.
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Fnu Ganesh
Software Engineer II
Original Message:
Sent: 02-14-2025 11:48
From: Karthik Ageer
Subject: Web Messaging Session Timeout and Reconnection Behavior in Genesys Cloud
No, the Threading Timeline functions differently. I tested this in a lab environment by setting the threading timeline to 1 minute and then having the customer disconnect the browser tab. However, the messaging interaction remained in the queue indefinitely-it did not disconnect after 1 minute, even after waiting for an hour.
I repeated the test by disabling the Web Messaging Threading Timeline, but the behavior remained unchanged.
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Karthik Ageer
Original Message:
Sent: 02-14-2025 09:37
From: Fnu Ganesh
Subject: Web Messaging Session Timeout and Reconnection Behavior in Genesys Cloud
Hi,
The web messaging session will be active up to 72 hours based on the configuration under Message -> Threading Timeline -> Genesys Web messaging
Follow the below article
https://help.mypurecloud.com/articles/messaging-threading-timeline/
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Fnu Ganesh
Software Engineer II
Original Message:
Sent: 02-14-2025 08:45
From: Karthik Ageer
Subject: Web Messaging Session Timeout and Reconnection Behavior in Genesys Cloud
Hi All,
Need your help on the below scenario
If a customer initiates a Genesys Web Messaging session and then disconnects their browser while the interaction is still waiting in the queue:
How long will the conversation remain in the queue?
Is there a specific timeout threshold where Genesys automatically detects and disconnects the interaction?
If the customer reconnects using the same browser (with cookies intact):
How long will the previous messaging interaction history remain visible in the messaging widget?
Configuration Control:
Is there a setting available to modify or control this behavior?
#DigitalChannels
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Karthik Ageer
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