Genesys Cloud - Main

Hi, 

We have implemented a digital bot running on a website. 
Lately we find out that if messages cannot be delivered to the end-user due to inactive connection, the interaction cannot be closed on a 'normal' way by the agent. 
We see that messages cannot be delivered and are marked by a yellow exclamation mark. 
(see also this thread: Error Message – Customer Browser Closed During Interaction with Agent (Web Messenger) | Genesys Cloud - Main )

Normally the agent closes the interaction by clicking the red button to close interaction, selects a wrap-up code and clicks 'done' to finish. 

We now find out that the 'done' button remains 'grayed out', cannot be used and the interaction cannot be finished completely by the agent.

Only way to kill the interaction completely is to use the 'disconnect interaction' option. 

Has anyone noticed this behaviour too and know a way to solve this?

#DigitalChannels

------------------------------
Rolph Lieverse
Service Engineer
------------------------------

Hi Rolph,

This is likely that the customer has closed the window, so Genesys Cloud can't tell if the interaction has ended and therefore the "Done" button is greyed out, you could possibly use Disconnect or reroute inactive messaging conversations functions to put a limit on how long it will wait.

Hopefully others in the community can provide further insights on if they have used this functionality or found a better way to allow the agents to end the interaction without using the disconnect interactions option.

Sam

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------