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Hi everyone,

We have a fully custom integration built with the Genesys SDK and WebRTC SDK. The implementation is working, but we need to add a keep-alive mechanism similar to what Genesys Desktop and the Embeddable Framework provide.

Specifically, we want to:

• Detect when the agent closes the browser or loses connectivity.

• Automatically move the agent to Offline in those cases.

Is there any WebSocket, API, or supported method we can leverage to handle this keep-alive functionality?

Any guidance or best practices would be greatly appreciated.

Thanks in advance!

We've implemented a custom keep-alive mechanism in our app to detect whether an agent is still logged in. If the app determines that the agent is no longer active, their status is automatically set to offline.

Hi everyone,

We have a fully custom integration built with the Genesys SDK and WebRTC SDK. The implementation is working, but we need to add a keep-alive mechanism similar to what Genesys Desktop and the Embeddable Framework provide.

Specifically, we want to:

• Detect when the agent closes the browser or loses connectivity.

• Automatically move the agent to Offline in those cases.

Is there any WebSocket, API, or supported method we can leverage to handle this keep-alive functionality?

Any guidance or best practices would be greatly appreciated.

Thanks in advance!

Rogelio, could you please share how you did it?

Best regards, Edward.

We've implemented a custom keep-alive mechanism in our app to detect whether an agent is still logged in. If the app determines that the agent is no longer active, their status is automatically set to offline.

Hi everyone,

We have a fully custom integration built with the Genesys SDK and WebRTC SDK. The implementation is working, but we need to add a keep-alive mechanism similar to what Genesys Desktop and the Embeddable Framework provide.

Specifically, we want to:

• Detect when the agent closes the browser or loses connectivity.

• Automatically move the agent to Offline in those cases.

Is there any WebSocket, API, or supported method we can leverage to handle this keep-alive functionality?

Any guidance or best practices would be greatly appreciated.

Thanks in advance!

Hi Enrique,

Sure! At a high level, we implemented a server-side solution. Our application sends a ping every minute, and we update the corresponding user record in AWS DynamoDB with the latest timestamp. In parallel, a scheduler runs every three minutes to check for records older than four minutes. If such records are found, it indicates that the agent closed the application. In that case, the scheduler updates the agent's status to offline by calling the Genesys API (PATCH /api/v2/users/{userId}/presences/purecloud) with the offline presence ID.

Times can be adjusted based on your specific needs.

Let me know if you have any questions.

Rogelio, could you please share how you did it?

Best regards, Edward.

We've implemented a custom keep-alive mechanism in our app to detect whether an agent is still logged in. If the app determines that the agent is no longer active, their status is automatically set to offline.

Hi everyone,

We have a fully custom integration built with the Genesys SDK and WebRTC SDK. The implementation is working, but we need to add a keep-alive mechanism similar to what Genesys Desktop and the Embeddable Framework provide.

Specifically, we want to:

• Detect when the agent closes the browser or loses connectivity.

• Automatically move the agent to Offline in those cases.

Is there any WebSocket, API, or supported method we can leverage to handle this keep-alive functionality?

Any guidance or best practices would be greatly appreciated.

Thanks in advance!