End-User might have closed the browser, or moved to a page where Messenger is not active, or network connectivity. It looks like even some desktop browsers may be throttling background tabs now, which could stop WSS connectivity.
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Angelo Cicchitto
Genesys - Employees
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Original Message:
Sent: 11-14-2023 09:02
From: Brett Gader
Subject: Web Messaging, canned response inquiry
Why haven't they recd the message yet? What would that be due to? Do they travel to another website and aren't on the page any longer where they are engaging with the chabot? If the customer hasn't seen the message does it give the appearance that our chatter is leaving the customer hanging?
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Brett Gader
Amica Mutual Insurance Co.
Original Message:
Sent: 11-14-2023 08:56
From: Angelo Cicchitto
Subject: Web Messaging, canned response inquiry
For Web Messaging, that red triangle indicates that End-User's Messenger client has not received this outbound message yet: once the message is delivered to the client, the red triangle would disappear.
For future we do plan to improve this experience for Agents.
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Angelo Cicchitto
Genesys - Employees
Original Message:
Sent: 11-14-2023 08:49
From: Brett Gader
Subject: Web Messaging, canned response inquiry
Would anyone know what the exclamation point in red means? It appears that the customer is not receiving this message, and when hovered on the arrow, it said, 'Error on delivery'. Also confirmed that they haven't closed out of the chat either, and they are on a desktop computer (not mobile device).
#DigitalChannels
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Brett Gader
Amica Mutual Insurance Co.
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