Genesys Cloud - Main

Hi All,

I have one user who's communicate chats (internal chats with other Genesys users) disappear from the Direct Messages area when she refreshes or logs out. Other users (myself included) usually show the chats indefinitely unless we manually close. Any idea what could be causing this behavior?

Thanks!

Hey Patrick,

That does sound odd. Off of the top of my head, I'm thinking it might be a permissions issue. Have you compared the roles and permissions between that user, and someone who isn't experiencing this issue?

Hi All,

I have one user who's communicate chats (internal chats with other Genesys users) disappear from the Direct Messages area when she refreshes or logs out. Other users (myself included) usually show the chats indefinitely unless we manually close. Any idea what could be causing this behavior?

Thanks!

Hey Patrick,

That does sound odd. Off of the top of my head, I'm thinking it might be a permissions issue. Have you compared the roles and permissions between that user, and someone who isn't experiencing this issue?

Hi All,

I have one user who's communicate chats (internal chats with other Genesys users) disappear from the Direct Messages area when she refreshes or logs out. Other users (myself included) usually show the chats indefinitely unless we manually close. Any idea what could be causing this behavior?

Thanks!

Hi Jason,

I have a few agents experiencing the same behavior as mentioned by @Patrick Mahaffay.

I followed your feedback above and found the same thing mentioned by Patrick, the roles and permissions between the users are identical. Having a difficult time trying to narrow down any other variable. They're on the same equipment type, issued and managed by the same IT admin, browser versions etc. 

-Aaron

------------------------------
Aaron Shirley
President

Original Message:
Sent: 10-14-2025 09:51
From: Jason Kleitz
Subject: Communicate Chat - Chats disappearing?

Hey Patrick,

That does sound odd. Off of the top of my head, I'm thinking it might be a permissions issue. Have you compared the roles and permissions between that user, and someone who isn't experiencing this issue?

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 10-14-2025 09:28
From: Patrick Mahaffay
Subject: Communicate Chat - Chats disappearing?

Hi All,

I have one user who's communicate chats (internal chats with other Genesys users) disappear from the Direct Messages area when she refreshes or logs out. Other users (myself included) usually show the chats indefinitely unless we manually close. Any idea what could be causing this behavior?

Thanks!

#Unsure/Other

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist
------------------------------

Hello Team, 

My customers are also having this issue. Is there a bug ticket created yet? 

-Ian

------------------------------
Ian Clark
Contact Center Engineer

Original Message:
Sent: 10-23-2025 12:34
From: Aaron Shirley
Subject: Communicate Chat - Chats disappearing?

Hi Jason,

I have a few agents experiencing the same behavior as mentioned by @Patrick Mahaffay.

I followed your feedback above and found the same thing mentioned by Patrick, the roles and permissions between the users are identical. Having a difficult time trying to narrow down any other variable. They're on the same equipment type, issued and managed by the same IT admin, browser versions etc. 

-Aaron

------------------------------
Aaron Shirley
President

Original Message:
Sent: 10-14-2025 09:51
From: Jason Kleitz
Subject: Communicate Chat - Chats disappearing?

Hey Patrick,

That does sound odd. Off of the top of my head, I'm thinking it might be a permissions issue. Have you compared the roles and permissions between that user, and someone who isn't experiencing this issue?

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 10-14-2025 09:28
From: Patrick Mahaffay
Subject: Communicate Chat - Chats disappearing?

Hi All,

I have one user who's communicate chats (internal chats with other Genesys users) disappear from the Direct Messages area when she refreshes or logs out. Other users (myself included) usually show the chats indefinitely unless we manually close. Any idea what could be causing this behavior?

Thanks!

#Unsure/Other

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist
------------------------------

Hello Ian,

I checked on this internally and it looks like one of our Engineers is currently investigating this. I believe our Dev team is aware of this and are working on rolling out a fix for this. 

Hello Team, 

My customers are also having this issue. Is there a bug ticket created yet? 

-Ian

------------------------------
Ian Clark
Contact Center Engineer

Original Message:
Sent: 10-23-2025 12:34
From: Aaron Shirley
Subject: Communicate Chat - Chats disappearing?

Hi Jason,

I have a few agents experiencing the same behavior as mentioned by @Patrick Mahaffay.

I followed your feedback above and found the same thing mentioned by Patrick, the roles and permissions between the users are identical. Having a difficult time trying to narrow down any other variable. They're on the same equipment type, issued and managed by the same IT admin, browser versions etc. 

-Aaron

------------------------------
Aaron Shirley
President

Original Message:
Sent: 10-14-2025 09:51
From: Jason Kleitz
Subject: Communicate Chat - Chats disappearing?

Hey Patrick,

That does sound odd. Off of the top of my head, I'm thinking it might be a permissions issue. Have you compared the roles and permissions between that user, and someone who isn't experiencing this issue?

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 10-14-2025 09:28
From: Patrick Mahaffay
Subject: Communicate Chat - Chats disappearing?

Hi All,

I have one user who's communicate chats (internal chats with other Genesys users) disappear from the Direct Messages area when she refreshes or logs out. Other users (myself included) usually show the chats indefinitely unless we manually close. Any idea what could be causing this behavior?

Thanks!

#Unsure/Other

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist
------------------------------

Hello everyone,

Yesterday from our Genesys' ticket, the Engineer confirmed that the fix has been rolled out for both desktop and web application.  

Anyone can confirm that the issue has been fixed?

Today, some users still reported the issue even when using web browser. Even the workaround we provided (@mention the user to the GC to show the chats again) is not working at all. 

Thanks!

Hello Ian,

I checked on this internally and it looks like one of our Engineers is currently investigating this. I believe our Dev team is aware of this and are working on rolling out a fix for this. 

Hello Team, 

My customers are also having this issue. Is there a bug ticket created yet? 

-Ian

------------------------------
Ian Clark
Contact Center Engineer

Original Message:
Sent: 10-23-2025 12:34
From: Aaron Shirley
Subject: Communicate Chat - Chats disappearing?

Hi Jason,

I have a few agents experiencing the same behavior as mentioned by @Patrick Mahaffay.

I followed your feedback above and found the same thing mentioned by Patrick, the roles and permissions between the users are identical. Having a difficult time trying to narrow down any other variable. They're on the same equipment type, issued and managed by the same IT admin, browser versions etc. 

-Aaron

------------------------------
Aaron Shirley
President

Original Message:
Sent: 10-14-2025 09:51
From: Jason Kleitz
Subject: Communicate Chat - Chats disappearing?

Hey Patrick,

That does sound odd. Off of the top of my head, I'm thinking it might be a permissions issue. Have you compared the roles and permissions between that user, and someone who isn't experiencing this issue?

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 10-14-2025 09:28
From: Patrick Mahaffay
Subject: Communicate Chat - Chats disappearing?

Hi All,

I have one user who's communicate chats (internal chats with other Genesys users) disappear from the Direct Messages area when she refreshes or logs out. Other users (myself included) usually show the chats indefinitely unless we manually close. Any idea what could be causing this behavior?

Thanks!

#Unsure/Other

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist
------------------------------