For Web Messaging, we have two different Session Durations and Timeouts to consider, and both are independent of each-other :
- Internal Conversation, visible to Agents and Bots
- Guest Session, visible to End-Users / On-line Visitors
#1 is controlled by Threading Timeline, and configurable up to 72 hours. When this expires, it has no impact to Messenger: typically if Threading Timeline is configured to be smaller than 72 hours, it may result in Guest Session extending over multiple Conversations.
#2 is hardcoded (for now) to expire after 72 hours of inactivity, and not configurable. We plan to make this configurable based on this Idea > https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-7. When this expires, Messenger will clear everything, resetting to its default state (Messenger collapsed).
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Angelo Cicchitto
Genesys - Employees
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Original Message:
Sent: 08-13-2024 16:28
From: Anton Vroon
Subject: Web Messaging - Threading timeline - Customer viewer
Correct.
That was my expectation as well, that it would be a new conversation, but from other discussions and some basic testing the threading timeline isn't 100% linked to the widget history.
Certainly if I set the threading to 1 minute. Create chat, have the agent end the conversation while customer is away, wait a minute and go back, the full history is there, customer can respond, but if they do it is a new conversation.
So just trying to get my facts straight, what is the expected experience, how should it really work etc.
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Anton Vroon
Original Message:
Sent: 08-13-2024 13:45
From: Jason Kleitz
Subject: Web Messaging - Threading timeline - Customer viewer
Hey Anton,
Am I correct to assume that you are talking about this Resource Center article? Looking over the documentation, my interpretation is that after 72 hours, the conversation is ended and if the customer returns after the timeout period has past, it would generate a fresh conversation. Have you seen this timeout behave in a different way?
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Jason Kleitz
Genesys - Employees
Original Message:
Sent: 08-12-2024 17:21
From: Anton Vroon
Subject: Web Messaging - Threading timeline - Customer viewer
For web messaging specifically, once the threading timeline (max 72 hours) is reached. And the customer returns to the site where the message is (assuming authenticated messaging), can the customer still see the conversation at that point? Or since it has ended the widget returns to the default state? And if they can, for how long?
Finding it hard to find documentation that really explains this out.
#DigitalChannels
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Anton Vroon
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