78692638d4a24645fbf5 | 2022-09-15 19:38:50 UTC | #1
Hello,
I am testing Web Messenger with the conversation Auto Start feature enabled on my web messenger configuration. I also am testing in an environment with the Web Messenger threading timeline set to 0. The documentation states that " Under Automatically Start Conversations , select whether to allow automatic start of conversations. When this feature is turned On , conversations are initiated automatically, when the end-user expands the Messenger window."
This works excellently when I initiate a web messaging interaction the first time - the auto start sends the message. Then, the customer can interact with the agent and disconnect. However, I'm having trouble understanding when conversation auto start will "re-trigger", when the customer comes back to the web messaging widget. I've noticed that after the conversation disconnects, and the customer minimizes the widget, then re-opens the widget.. conversation auto-start does not initiate.
Could you please help me understand how the widget knows when it should auto-start?
Thanks,
Angelo_Cicchitto | 2022-09-16 09:44:49 UTC | #2
Hello. Your observation is correct: at the moment, auto-start will trigger only for brand new "Guest" sessions (which are completely unrelated to threading timeline). The object is to capture end-user's initial attention and engagement. Once the Guest session is started, the auto-start will not apply anymore, as the assumption is that end-user is already aware of the ongoing async conversation. We may expand logic in future, based on use-cases and customer demand. Once the Guest session expires (after 72 hours of inactivity), the auto-start logic will reset.
system | 2022-10-16 09:44:58 UTC | #3
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