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Authenticated Web Messaging (WebSocket) –Start New Chat using configureAuthenticatedSession

  • 1.  Authenticated Web Messaging (WebSocket) –Start New Chat using configureAuthenticatedSession

    Posted 2 days ago

    Hi everyone,

    I'm working with Authenticated Web Messaging over raw WebSockets and would like clarification on best-practice behavior for resuming conversations vs starting new ones, especially around whether agents should see transcript history.

    Background / Implementation

    I'm implementing the Web Messaging WebSocket API directly:

    wss://webmessaging.<region>.pure.cloud/v1

    I am using: 
    action: "configureAuthenticatedSession"
    deploymentId: "<my deployment>"
    token: "<local-thread-token>"
    data: { code: "<auth jwt / oauth code>" }
    startNew: true | false

    I maintain a stable thread token (local session ID) in localStorage.
    Behavior:

    1. Resume Active Conversation (startNew = false)

    • If the GC conversation is still active in the threading timeline:
    • SessionResponse: connected=true, newSession=false
    • Client reconnects to the same conversation.
    • Agent sees full transcript history correctly.

    2. Start New Chat (startNew = true)

    • Even when using the exact same token (threadToken)
    • Server returns: connected=true, newSession=true
    • A brand-new conversationId is created.
    • Agent sees an empty transcript, i.e., no previous messages from the earlier conversation.

    From what I understand:

    • After the agent disconnects (Presence: Disconnect → readOnly=true),
    • GC considers the conversation closed,
    • And any new chat will always create a new conversationId.
    • GC does not embed previous conversation transcript into the new interaction.

    My Question to Genesys / Community

    Is this expected Web Messaging behavior?

    Should "Start New Chat" always result in a brand-new interaction with no transcript history shown to the agent?

    Even when:

    • the same authenticated customer identity is used (JWT/OIDC),

    • the same thread token is reused,

    • the client intentionally sets startNew:true.

    Is there any supported way for agents to automatically see past transcript context inline in the new conversation?

    (Without manually opening Customer History / past interactions.)

    Intent

    I'm validating whether my implementation is correct, or if there is a recommended approach for:

    • Continuing transcript context across multiple new conversations, or

    • Surfacing customer history more seamlessly to agents.

    Environment

    • Region: prod-cac1

    • Deployment: Authenticated Web Messaging (OIDC)

    • Using raw WebSocket API (no Widget)

    • Direct high-code implementation with session token management and Presence events.

    Any input from Genesys developers, WEM experts, or people who have implemented authenticated multi-session flows would be greatly appreciated.

    Thanks!

    Noman


    #Integrations
    #PlatformAPI
    #WebMessaging

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