Hi All,

For Async Chat using Web Messaging, We already know that when a customer is chatting with contact center agent via a web page, & reopens the chat after 2-3 hrs the customer is able to view the previous chat conversation log in their chat widget because web messaging Guest API enables persistent bi-directional communication between a guest (the "client" or "customer") and Genesys Cloud. 

Web messaging Guest API (genesys.cloud)

Considering the next Use Case -

The customer uses his mobile phone to access mobile App ABC, logs into this ABC account & has an async chat conversation with agent through web messaging. It is given that the web messenger snippet is embedded into client's custom messenger which is an iframe on the webpage inside the mobile app ABC.

Can anyone confirm how the persistence would work for below 2 scenarios using a mobile device & mobile app please?

1) Using the same mobile device, customer logs into the Mobile app ABC after 2-3 hrs - does he see the prev conversation log in the chat window? Is the chat retained?

2) The customer uses a different mobile device, logs into AppABC with his credentials - does he see the prev conversation log in the chat window? Is the chat retained?

Thank You Very much.

Best Regards,

Aditi Agarwal

#ArchitectureandDesign

------------------------------
Aditi Agarwal
------------------------------

Hi - not 100% how iFrame plays a role in your use-case, but what we can confirm is that whenever you use Authenticated Web Messaging, you can restore the ongoing conversation across any browser/device. In fact even if you clear the browser storage and then sign-in again, that previously authenticated session will still resume: this is to confirm that with Authenticated Web Messaging the session persistence does not strictly depend on browser storage but is really following End-User's validated identity across any browser.

Hi All,

For Async Chat using Web Messaging, We already know that when a customer is chatting with contact center agent via a web page, & reopens the chat after 2-3 hrs the customer is able to view the previous chat conversation log in their chat widget because web messaging Guest API enables persistent bi-directional communication between a guest (the "client" or "customer") and Genesys Cloud. 

Web messaging Guest API (genesys.cloud)

Considering the next Use Case -

The customer uses his mobile phone to access mobile App ABC, logs into this ABC account & has an async chat conversation with agent through web messaging. It is given that the web messenger snippet is embedded into client's custom messenger which is an iframe on the webpage inside the mobile app ABC.

Can anyone confirm how the persistence would work for below 2 scenarios using a mobile device & mobile app please?

1) Using the same mobile device, customer logs into the Mobile app ABC after 2-3 hrs - does he see the prev conversation log in the chat window? Is the chat retained?

2) The customer uses a different mobile device, logs into AppABC with his credentials - does he see the prev conversation log in the chat window? Is the chat retained?

Thank You Very much.

Best Regards,

Aditi Agarwal

#ArchitectureandDesign

------------------------------
Aditi Agarwal
------------------------------

Thank you for your valuable inputs, Angelo.

Will the persistence work the same way for Web Messaging Guest APIs when embedded on mobile device? for our solution, we are not going ahead with Authenticated Web Messaging as the client has their own authentication process. And from our experience we have seen that if Client Authentication process & Authenticated web messaging is used simultaneously then there could be few challenges wrt sync issues, etc. Please also outline if you have any insights on this observation as well.

Thanks again,

Best Regards.

------------------------------
Aditi Agarwal

Original Message:
Sent: 05-29-2024 11:43
From: Angelo Cicchitto
Subject: How does persistence work for Web Messaging Guest APIs when embedded in Mobile App.

Hi - not 100% how iFrame plays a role in your use-case, but what we can confirm is that whenever you use Authenticated Web Messaging, you can restore the ongoing conversation across any browser/device. In fact even if you clear the browser storage and then sign-in again, that previously authenticated session will still resume: this is to confirm that with Authenticated Web Messaging the session persistence does not strictly depend on browser storage but is really following End-User's validated identity across any browser.

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

Original Message:
Sent: 05-28-2024 11:49
From: Aditi Agarwal
Subject: How does persistence work for Web Messaging Guest APIs when embedded in Mobile App.

Hi All,

For Async Chat using Web Messaging, We already know that when a customer is chatting with contact center agent via a web page, & reopens the chat after 2-3 hrs the customer is able to view the previous chat conversation log in their chat widget because web messaging Guest API enables persistent bi-directional communication between a guest (the "client" or "customer") and Genesys Cloud. 

Web messaging Guest API (genesys.cloud)

Considering the next Use Case -

The customer uses his mobile phone to access mobile App ABC, logs into this ABC account & has an async chat conversation with agent through web messaging. It is given that the web messenger snippet is embedded into client's custom messenger which is an iframe on the webpage inside the mobile app ABC.

Can anyone confirm how the persistence would work for below 2 scenarios using a mobile device & mobile app please?

1) Using the same mobile device, customer logs into the Mobile app ABC after 2-3 hrs - does he see the prev conversation log in the chat window? Is the chat retained?

2) The customer uses a different mobile device, logs into AppABC with his credentials - does he see the prev conversation log in the chat window? Is the chat retained?

Thank You Very much.

Best Regards,

Aditi Agarwal

#ArchitectureandDesign

------------------------------
Aditi Agarwal
------------------------------

• If the question is "Does Web Messenger support WebView in mobile apps?", the answer is: we do not explicitly test or support WebView
• If the question is "Does Web Messenger fully support Mobile Browsers?", the answer is: yes

Currently, the only productized way for our native Messenger to restore across browsers & devices is to use Authenticated Web Messaging.

There might be other ways to solve this by building your own messaging client.

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

Original Message:
Sent: 05-29-2024 11:51
From: Aditi Agarwal
Subject: How does persistence work for Web Messaging Guest APIs when embedded in Mobile App.

Thank you for your valuable inputs, Angelo.

Will the persistence work the same way for Web Messaging Guest APIs when embedded on mobile device? for our solution, we are not going ahead with Authenticated Web Messaging as the client has their own authentication process. And from our experience we have seen that if Client Authentication process & Authenticated web messaging is used simultaneously then there could be few challenges wrt sync issues, etc. Please also outline if you have any insights on this observation as well.

Thanks again,

Best Regards.

------------------------------
Aditi Agarwal

Original Message:
Sent: 05-29-2024 11:43
From: Angelo Cicchitto
Subject: How does persistence work for Web Messaging Guest APIs when embedded in Mobile App.

Hi - not 100% how iFrame plays a role in your use-case, but what we can confirm is that whenever you use Authenticated Web Messaging, you can restore the ongoing conversation across any browser/device. In fact even if you clear the browser storage and then sign-in again, that previously authenticated session will still resume: this is to confirm that with Authenticated Web Messaging the session persistence does not strictly depend on browser storage but is really following End-User's validated identity across any browser.

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

Original Message:
Sent: 05-28-2024 11:49
From: Aditi Agarwal
Subject: How does persistence work for Web Messaging Guest APIs when embedded in Mobile App.

Hi All,

For Async Chat using Web Messaging, We already know that when a customer is chatting with contact center agent via a web page, & reopens the chat after 2-3 hrs the customer is able to view the previous chat conversation log in their chat widget because web messaging Guest API enables persistent bi-directional communication between a guest (the "client" or "customer") and Genesys Cloud. 

Web messaging Guest API (genesys.cloud)

Considering the next Use Case -

The customer uses his mobile phone to access mobile App ABC, logs into this ABC account & has an async chat conversation with agent through web messaging. It is given that the web messenger snippet is embedded into client's custom messenger which is an iframe on the webpage inside the mobile app ABC.

Can anyone confirm how the persistence would work for below 2 scenarios using a mobile device & mobile app please?

1) Using the same mobile device, customer logs into the Mobile app ABC after 2-3 hrs - does he see the prev conversation log in the chat window? Is the chat retained?

2) The customer uses a different mobile device, logs into AppABC with his credentials - does he see the prev conversation log in the chat window? Is the chat retained?

Thank You Very much.

Best Regards,

Aditi Agarwal

#ArchitectureandDesign

------------------------------
Aditi Agarwal
------------------------------