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  • 1.  Web Messenger & Cookie Policy

    Posted 05-30-2025 14:06
    Edited by Jaime Perez 05-30-2025 14:08

    Hello,

    I'm seeking guidance on implementing Genesys Web Messenger. We're preparing to deploy it on one of our California-based sites and have configured the Messenger code for testing via Google Tag Manager on an internal QA environment.

    Visitors are presented with a toast notification about our cookie policy, allowing them to consent or decline. However, we're observing inconsistent behavior: when a visitor declines or dismisses the cookie consent, the Messenger widget still loads, but the chat window remains stuck in a loading state (see image below).

    Ideally, if a visitor declines or exits the cookie consent, the Messenger window should remain hidden by default. In some cases, however, it does not. Any guidance on how to configure our code to handle this behavior properly would be greatly appreciated.

    With the following errors: 


    #WebMessaging

    ------------------------------
    Jaime Perez
    Infrastructure Supervisor - Voice
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  • 2.  RE: Web Messenger & Cookie Policy

    Posted 06-02-2025 03:21

    Hello Jaime, 

    I think when you decline, no cookies data are store but some are required  by the Messenger Widget 

    This doc may clarify some point 

    https://developer.genesys.cloud/commdigital/digital/webmessaging/messengersdk/localStorage



    ------------------------------
    Frederic Thomas
    Senior Manager, Development
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  • 3.  RE: Web Messenger & Cookie Policy

    Posted 06-18-2025 13:42

    We've reviewed the local storage reference materials and explored community posts regarding the use of advanced consent settings in Google Tag Manager-specifically enabling functionality_storage-but that doesn't appear to resolve the loading issue.

    Since we also use TrustArc, we're considering whether it may be blocking or delaying the execution of tags that rely on cookies.

    @Angelo Cicchitto - any recommendations on how we should structure or deploy the JavaScript code to ensure Genesys Messenger loads correctly, particularly in scenarios where users accept or decline cookies?



    ------------------------------
    Jaime Perez
    Infrastructure Supervisor - Voice
    ------------------------------

    Original Message


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