Genesys Cloud - Main

While troubleshooting a lagging issue. It was recommended we delete any Chats (DM's & Personal Groups) from Genesys.  Most agents had hundreds to manually delete one-by-one, I had 250. The question at the time was how these are even created, empty chats, many of them with inactive users that are no longer in Genesys. 3rd party support which I was working with at the time did not know the answer.  Today I figured it out but not sure that this is the expected behavior, especially if it may be causing performance issues.

Any time a non-ACD voice call takes place between internal agents or agent to internal Group extension. A new chat is opened for the caller and the callee.  If the call is to a group, a chat is created for the caller and every user in the group even if they were not the agent to answer the call, gets an empty chat for that caller. Why is this happening, is this expected? I'm already talking the person directly, why do I need a chat? And why are empty chat sessions overwhelming the "Chats" area? We don't use Genesys Chats to direct message, is there a way to turn this off?

We are Desktop application users but tested with browser with the same results.  Also got this error message in one of the test chats which makes things even more confusing and could be a completely separate issue.

Internal WebPath Error General Description Error transforming velocity template: Invocation of method 'getPolicyListWithMainframePolicies' in class com.afi.uw.policy.render.PolicyRenderer threw exception java.lang.RuntimeException: net.inov.biz.server.IBIZException: Issues with invoking Member Push Service. Check the log for error details. @ string[3008,56]   Detailed Explanation null     Please use the 'Email Support' option below to help us track this down

#Omni-ChannelDesktop/UserInterface

------------------------------
WendySachen
Sr. System Administrator
------------------------------

Hi Wendy,

I made a few tests and this seems to occur with me as well.

I couldn't find any documentations that mention this behavior.

Maybe you could try disabling the Collaborate Chat (https://help.mypurecloud.com/articles/turn-off-collaborate-chat/).

I didn't test, but if this is something you don't use, maybe disabling it will prevent Chats from being created. And if it doesn't disable the creation, it should at least decrease the lags anyway if you don't have access to seeing the chats.

--------------

EDIT: Also, I just found one documentation mentioning this:

https://help.mypurecloud.com/articles/make-call/

Note: A call to or from someone in your organization automatically opens a chat room in the Chat panel.

------------------------------
Marcello Jabur

Original Message:
Sent: 09-23-2025 16:23
From: Wendy Sachen
Subject: Hundreds of empty chats - one for every internal call

While troubleshooting a lagging issue. It was recommended we delete any Chats (DM's & Personal Groups) from Genesys.  Most agents had hundreds to manually delete one-by-one, I had 250. The question at the time was how these are even created, empty chats, many of them with inactive users that are no longer in Genesys. 3rd party support which I was working with at the time did not know the answer.  Today I figured it out but not sure that this is the expected behavior, especially if it may be causing performance issues.

Any time a non-ACD voice call takes place between internal agents or agent to internal Group extension. A new chat is opened for the caller and the callee.  If the call is to a group, a chat is created for the caller and every user in the group even if they were not the agent to answer the call, gets an empty chat for that caller. Why is this happening, is this expected? I'm already talking the person directly, why do I need a chat? And why are empty chat sessions overwhelming the "Chats" area? We don't use Genesys Chats to direct message, is there a way to turn this off?

We are Desktop application users but tested with browser with the same results.  Also got this error message in one of the test chats which makes things even more confusing and could be a completely separate issue.

Internal WebPath Error General Description Error transforming velocity template: Invocation of method 'getPolicyListWithMainframePolicies' in class com.afi.uw.policy.render.PolicyRenderer threw exception java.lang.RuntimeException: net.inov.biz.server.IBIZException: Issues with invoking Member Push Service. Check the log for error details. @ string[3008,56]   Detailed Explanation null     Please use the 'Email Support' option below to help us track this down

#Omni-ChannelDesktop/UserInterface

------------------------------
WendySachen
Sr. System Administrator
------------------------------

Hi Wendy and Marcello,

Just wanted to mention that there are improvements being introduced for this unintended behavior (the growing collection of chats for these types of calls) very soon, along with reliability improvements for leaving multiple rooms via the "/leave" commands to deal with the already-open ones.

Hi Wendy,

I made a few tests and this seems to occur with me as well.

I couldn't find any documentations that mention this behavior.

Maybe you could try disabling the Collaborate Chat (https://help.mypurecloud.com/articles/turn-off-collaborate-chat/).

I didn't test, but if this is something you don't use, maybe disabling it will prevent Chats from being created. And if it doesn't disable the creation, it should at least decrease the lags anyway if you don't have access to seeing the chats.

--------------

EDIT: Also, I just found one documentation mentioning this:

https://help.mypurecloud.com/articles/make-call/

Note: A call to or from someone in your organization automatically opens a chat room in the Chat panel.

------------------------------
Marcello Jabur

Original Message:
Sent: 09-23-2025 16:23
From: Wendy Sachen
Subject: Hundreds of empty chats - one for every internal call

While troubleshooting a lagging issue. It was recommended we delete any Chats (DM's & Personal Groups) from Genesys.  Most agents had hundreds to manually delete one-by-one, I had 250. The question at the time was how these are even created, empty chats, many of them with inactive users that are no longer in Genesys. 3rd party support which I was working with at the time did not know the answer.  Today I figured it out but not sure that this is the expected behavior, especially if it may be causing performance issues.

Any time a non-ACD voice call takes place between internal agents or agent to internal Group extension. A new chat is opened for the caller and the callee.  If the call is to a group, a chat is created for the caller and every user in the group even if they were not the agent to answer the call, gets an empty chat for that caller. Why is this happening, is this expected? I'm already talking the person directly, why do I need a chat? And why are empty chat sessions overwhelming the "Chats" area? We don't use Genesys Chats to direct message, is there a way to turn this off?

We are Desktop application users but tested with browser with the same results.  Also got this error message in one of the test chats which makes things even more confusing and could be a completely separate issue.

Internal WebPath Error General Description Error transforming velocity template: Invocation of method 'getPolicyListWithMainframePolicies' in class com.afi.uw.policy.render.PolicyRenderer threw exception java.lang.RuntimeException: net.inov.biz.server.IBIZException: Issues with invoking Member Push Service. Check the log for error details. @ string[3008,56]   Detailed Explanation null     Please use the 'Email Support' option below to help us track this down

#Omni-ChannelDesktop/UserInterface

------------------------------
WendySachen
Sr. System Administrator
------------------------------

Hi Wendy and Marcello,

Just wanted to mention that there are improvements being introduced for this unintended behavior (the growing collection of chats for these types of calls) very soon, along with reliability improvements for leaving multiple rooms via the "/leave" commands to deal with the already-open ones.

Hi Wendy,

I made a few tests and this seems to occur with me as well.

I couldn't find any documentations that mention this behavior.

Maybe you could try disabling the Collaborate Chat (https://help.mypurecloud.com/articles/turn-off-collaborate-chat/).

I didn't test, but if this is something you don't use, maybe disabling it will prevent Chats from being created. And if it doesn't disable the creation, it should at least decrease the lags anyway if you don't have access to seeing the chats.

--------------

EDIT: Also, I just found one documentation mentioning this:

https://help.mypurecloud.com/articles/make-call/

Note: A call to or from someone in your organization automatically opens a chat room in the Chat panel.

------------------------------
Marcello Jabur

Original Message:
Sent: 09-23-2025 16:23
From: Wendy Sachen
Subject: Hundreds of empty chats - one for every internal call

While troubleshooting a lagging issue. It was recommended we delete any Chats (DM's & Personal Groups) from Genesys.  Most agents had hundreds to manually delete one-by-one, I had 250. The question at the time was how these are even created, empty chats, many of them with inactive users that are no longer in Genesys. 3rd party support which I was working with at the time did not know the answer.  Today I figured it out but not sure that this is the expected behavior, especially if it may be causing performance issues.

Any time a non-ACD voice call takes place between internal agents or agent to internal Group extension. A new chat is opened for the caller and the callee.  If the call is to a group, a chat is created for the caller and every user in the group even if they were not the agent to answer the call, gets an empty chat for that caller. Why is this happening, is this expected? I'm already talking the person directly, why do I need a chat? And why are empty chat sessions overwhelming the "Chats" area? We don't use Genesys Chats to direct message, is there a way to turn this off?

We are Desktop application users but tested with browser with the same results.  Also got this error message in one of the test chats which makes things even more confusing and could be a completely separate issue.

Internal WebPath Error General Description Error transforming velocity template: Invocation of method 'getPolicyListWithMainframePolicies' in class com.afi.uw.policy.render.PolicyRenderer threw exception java.lang.RuntimeException: net.inov.biz.server.IBIZException: Issues with invoking Member Push Service. Check the log for error details. @ string[3008,56]   Detailed Explanation null     Please use the 'Email Support' option below to help us track this down

#Omni-ChannelDesktop/UserInterface

------------------------------
WendySachen
Sr. System Administrator
------------------------------

Hi Wendy,

I made a few tests and this seems to occur with me as well.

I couldn't find any documentations that mention this behavior.

Maybe you could try disabling the Collaborate Chat (https://help.mypurecloud.com/articles/turn-off-collaborate-chat/).

I didn't test, but if this is something you don't use, maybe disabling it will prevent Chats from being created. And if it doesn't disable the creation, it should at least decrease the lags anyway if you don't have access to seeing the chats.

--------------

EDIT: Also, I just found one documentation mentioning this:

https://help.mypurecloud.com/articles/make-call/

Note: A call to or from someone in your organization automatically opens a chat room in the Chat panel.

------------------------------
Marcello Jabur

Original Message:
Sent: 09-23-2025 16:23
From: Wendy Sachen
Subject: Hundreds of empty chats - one for every internal call

While troubleshooting a lagging issue. It was recommended we delete any Chats (DM's & Personal Groups) from Genesys.  Most agents had hundreds to manually delete one-by-one, I had 250. The question at the time was how these are even created, empty chats, many of them with inactive users that are no longer in Genesys. 3rd party support which I was working with at the time did not know the answer.  Today I figured it out but not sure that this is the expected behavior, especially if it may be causing performance issues.

Any time a non-ACD voice call takes place between internal agents or agent to internal Group extension. A new chat is opened for the caller and the callee.  If the call is to a group, a chat is created for the caller and every user in the group even if they were not the agent to answer the call, gets an empty chat for that caller. Why is this happening, is this expected? I'm already talking the person directly, why do I need a chat? And why are empty chat sessions overwhelming the "Chats" area? We don't use Genesys Chats to direct message, is there a way to turn this off?

We are Desktop application users but tested with browser with the same results.  Also got this error message in one of the test chats which makes things even more confusing and could be a completely separate issue.

Internal WebPath Error General Description Error transforming velocity template: Invocation of method 'getPolicyListWithMainframePolicies' in class com.afi.uw.policy.render.PolicyRenderer threw exception java.lang.RuntimeException: net.inov.biz.server.IBIZException: Issues with invoking Member Push Service. Check the log for error details. @ string[3008,56]   Detailed Explanation null     Please use the 'Email Support' option below to help us track this down

#Omni-ChannelDesktop/UserInterface

------------------------------
WendySachen
Sr. System Administrator
------------------------------