Genesys Cloud - Main

Hi Community,

We're working on implementing Genesys Web Messaging on our website which has users log in with an email and password.  I'll call this a Gateway.  The user can start a chat with in the gateway and get assistance from our staff.  The issue we're experiencing is related to cookies.  Say User 1 logs out and User 2 logs in on this shared PC/Device, the information from User 1 chat will appear for User 2.  

We found through testing that cookies were causing the chats to appear across user accounts in the same browser.  After clearing cookies, we noticed this fixed the issue, however we've tried to change how our sites cookies are managed, however this now causes an issue whereby when a user has an active chat logs out and back in, their active chat is gone.  If the Genesys agent responds, they get the Red exclamation mark indicating delivery failure.

Just wondering if anyone with any experience with deploying Genesys Web Messaging on a Gateway website that has user logins, has a possible solution to prevent chat cookies appearing across accounts and to retain a chat interaction if a user logs out and back in?

Thanks

#Implementation
#Security

------------------------------
Robert Niblock
APM
------------------------------

Hi Community,

We're working on implementing Genesys Web Messaging on our website which has users log in with an email and password.  I'll call this a Gateway.  The user can start a chat with in the gateway and get assistance from our staff.  The issue we're experiencing is related to cookies.  Say User 1 logs out and User 2 logs in on this shared PC/Device, the information from User 1 chat will appear for User 2.  

We found through testing that cookies were causing the chats to appear across user accounts in the same browser.  After clearing cookies, we noticed this fixed the issue, however we've tried to change how our sites cookies are managed, however this now causes an issue whereby when a user has an active chat logs out and back in, their active chat is gone.  If the Genesys agent responds, they get the Red exclamation mark indicating delivery failure.

Just wondering if anyone with any experience with deploying Genesys Web Messaging on a Gateway website that has user logins, has a possible solution to prevent chat cookies appearing across accounts and to retain a chat interaction if a user logs out and back in?

Thanks

Are your users sharing credentials on the device? If they each log in as themselves to the PC, then the cookies should be attached to their (Windoze?) user account....

Hi Community,

We're working on implementing Genesys Web Messaging on our website which has users log in with an email and password.  I'll call this a Gateway.  The user can start a chat with in the gateway and get assistance from our staff.  The issue we're experiencing is related to cookies.  Say User 1 logs out and User 2 logs in on this shared PC/Device, the information from User 1 chat will appear for User 2.  

We found through testing that cookies were causing the chats to appear across user accounts in the same browser.  After clearing cookies, we noticed this fixed the issue, however we've tried to change how our sites cookies are managed, however this now causes an issue whereby when a user has an active chat logs out and back in, their active chat is gone.  If the Genesys agent responds, they get the Red exclamation mark indicating delivery failure.

Just wondering if anyone with any experience with deploying Genesys Web Messaging on a Gateway website that has user logins, has a possible solution to prevent chat cookies appearing across accounts and to retain a chat interaction if a user logs out and back in?

Thanks

We're experiencing the same issue. Customers log into their account, start web messaging, finish, log out. Any other user of the same device could log into their (different) account and would still see the chat of the previous user.

Are your users sharing credentials on the device? If they each log in as themselves to the PC, then the cookies should be attached to their (Windoze?) user account....

Hi Community,

We're working on implementing Genesys Web Messaging on our website which has users log in with an email and password.  I'll call this a Gateway.  The user can start a chat with in the gateway and get assistance from our staff.  The issue we're experiencing is related to cookies.  Say User 1 logs out and User 2 logs in on this shared PC/Device, the information from User 1 chat will appear for User 2.  

We found through testing that cookies were causing the chats to appear across user accounts in the same browser.  After clearing cookies, we noticed this fixed the issue, however we've tried to change how our sites cookies are managed, however this now causes an issue whereby when a user has an active chat logs out and back in, their active chat is gone.  If the Genesys agent responds, they get the Red exclamation mark indicating delivery failure.

Just wondering if anyone with any experience with deploying Genesys Web Messaging on a Gateway website that has user logins, has a possible solution to prevent chat cookies appearing across accounts and to retain a chat interaction if a user logs out and back in?

Thanks

Good conversation. As Vaun and Paul alluded to, our Authenticated Web Messaging feature supports End-User Validation through an open standard, known as OpenID Connect, see step 6.h in Configuration Guide: https://help.mypurecloud.com/articles/configure-messenger/
When this feature is enabled, it will solve the use-case: the current messaging conversation is "linked" to the End-User's unique identifier that Genesys Cloud can retrieve from backend integration to your Auth Service, therefore even clearing local browser storage will not even be required.
For future we will explore other ways to further simplify session resumption, perhaps with simple Email validation (think of OTP confirmation), for businesses where strong Auth validation is not mandatory.

We're experiencing the same issue. Customers log into their account, start web messaging, finish, log out. Any other user of the same device could log into their (different) account and would still see the chat of the previous user.

Are your users sharing credentials on the device? If they each log in as themselves to the PC, then the cookies should be attached to their (Windoze?) user account....

Hi Community,

We're working on implementing Genesys Web Messaging on our website which has users log in with an email and password.  I'll call this a Gateway.  The user can start a chat with in the gateway and get assistance from our staff.  The issue we're experiencing is related to cookies.  Say User 1 logs out and User 2 logs in on this shared PC/Device, the information from User 1 chat will appear for User 2.  

We found through testing that cookies were causing the chats to appear across user accounts in the same browser.  After clearing cookies, we noticed this fixed the issue, however we've tried to change how our sites cookies are managed, however this now causes an issue whereby when a user has an active chat logs out and back in, their active chat is gone.  If the Genesys agent responds, they get the Red exclamation mark indicating delivery failure.

Just wondering if anyone with any experience with deploying Genesys Web Messaging on a Gateway website that has user logins, has a possible solution to prevent chat cookies appearing across accounts and to retain a chat interaction if a user logs out and back in?

Thanks

Good conversation. As Vaun and Paul alluded to, our Authenticated Web Messaging feature supports End-User Validation through an open standard, known as OpenID Connect, see step 6.h in Configuration Guide: https://help.mypurecloud.com/articles/configure-messenger/
When this feature is enabled, it will solve the use-case: the current messaging conversation is "linked" to the End-User's unique identifier that Genesys Cloud can retrieve from backend integration to your Auth Service, therefore even clearing local browser storage will not even be required.
For future we will explore other ways to further simplify session resumption, perhaps with simple Email validation (think of OTP confirmation), for businesses where strong Auth validation is not mandatory.

We're experiencing the same issue. Customers log into their account, start web messaging, finish, log out. Any other user of the same device could log into their (different) account and would still see the chat of the previous user.

Are your users sharing credentials on the device? If they each log in as themselves to the PC, then the cookies should be attached to their (Windoze?) user account....

Hi Community,

We're working on implementing Genesys Web Messaging on our website which has users log in with an email and password.  I'll call this a Gateway.  The user can start a chat with in the gateway and get assistance from our staff.  The issue we're experiencing is related to cookies.  Say User 1 logs out and User 2 logs in on this shared PC/Device, the information from User 1 chat will appear for User 2.  

We found through testing that cookies were causing the chats to appear across user accounts in the same browser.  After clearing cookies, we noticed this fixed the issue, however we've tried to change how our sites cookies are managed, however this now causes an issue whereby when a user has an active chat logs out and back in, their active chat is gone.  If the Genesys agent responds, they get the Red exclamation mark indicating delivery failure.

Just wondering if anyone with any experience with deploying Genesys Web Messaging on a Gateway website that has user logins, has a possible solution to prevent chat cookies appearing across accounts and to retain a chat interaction if a user logs out and back in?

Thanks

Good conversation. As Vaun and Paul alluded to, our Authenticated Web Messaging feature supports End-User Validation through an open standard, known as OpenID Connect, see step 6.h in Configuration Guide: https://help.mypurecloud.com/articles/configure-messenger/
When this feature is enabled, it will solve the use-case: the current messaging conversation is "linked" to the End-User's unique identifier that Genesys Cloud can retrieve from backend integration to your Auth Service, therefore even clearing local browser storage will not even be required.
For future we will explore other ways to further simplify session resumption, perhaps with simple Email validation (think of OTP confirmation), for businesses where strong Auth validation is not mandatory.

------------------------------
Angelo Cicchitto
Genesys - Employees

Original Message:
Sent: 05-12-2023 09:26
From: Henry Hildesheim
Subject: Genesys Web Messaging - Chats retained between authenticated users.

We're experiencing the same issue. Customers log into their account, start web messaging, finish, log out. Any other user of the same device could log into their (different) account and would still see the chat of the previous user.

------------------------------
Henry Hildesheim
Fabletics Inc

Original Message:
Sent: 05-10-2023 12:05
From: Paul Simpson
Subject: Genesys Web Messaging - Chats retained between authenticated users.

Are your users sharing credentials on the device? If they each log in as themselves to the PC, then the cookies should be attached to their (Windoze?) user account....

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 05-09-2023 22:33
From: Robert Niblock
Subject: Genesys Web Messaging - Chats retained between authenticated users.

Hi Community,

We're working on implementing Genesys Web Messaging on our website which has users log in with an email and password.  I'll call this a Gateway.  The user can start a chat with in the gateway and get assistance from our staff.  The issue we're experiencing is related to cookies.  Say User 1 logs out and User 2 logs in on this shared PC/Device, the information from User 1 chat will appear for User 2.  

We found through testing that cookies were causing the chats to appear across user accounts in the same browser.  After clearing cookies, we noticed this fixed the issue, however we've tried to change how our sites cookies are managed, however this now causes an issue whereby when a user has an active chat logs out and back in, their active chat is gone.  If the Genesys agent responds, they get the Red exclamation mark indicating delivery failure.

Just wondering if anyone with any experience with deploying Genesys Web Messaging on a Gateway website that has user logins, has a possible solution to prevent chat cookies appearing across accounts and to retain a chat interaction if a user logs out and back in?

Thanks

#Implementation
#Security

------------------------------
Robert Niblock
APM
------------------------------