Genesys Cloud - Main

Hello,

Our organization went live with Web Messenger on 12/5 and since then I've been hearing feedback about some messages not being sent to the customer and they get a yellow triangle. After a few days of investigating, this occurs when a customer leaves our website and leaves the chat open. This does not appear to be an issue with Genesys or our website. I wanted to reach out to see if any other orgs experience this and how they handle this situation?

Thank you,

#DigitalChannels

------------------------------
Matthew Aubin
Product Manager
------------------------------

Hi Matthew,

The explanation from the resource centre shows that the yellow triangle: Pending delivery. The end user receives the message when they return to online.
Messaging errors and explanations
So when the customer reconnects, they should receive the message

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