desikan.m | 2022-10-07 16:08:11 UTC | #1
Hi Team,
We are looking to see how we can check if the customer is actively involved in a messaging session or get the last message timestamp, so that we can make sure the web page does not timeout while the customer is in conversation with the agent.
Thanks & Regards, Desikan.M
Angelo_Cicchitto | 2022-10-10 07:06:51 UTC | #2
Hi Desikan - can you elaborate a bit more on the use-case? Specifically around the "web page does not timeout": do you have some local session timer on the page and what is reason for that?
Thanks! Angelo
rahulkalidindi | 2022-10-10 09:10:13 UTC | #3
Hi @Angelo_Cicchitto,
We have a similar requirement. Here's a brief:
- Load the Genesys Global Function on a specific page. Users can start a session from this page triggered based on an event.
- Continue to load the messaging session when he navigates to other pages only if a messaging session is active.
- Don't want to load the Genesys global function on the other pages where Messaging is not configured or if a session is not active.
Angelo_Cicchitto | 2022-10-11 08:09:48 UTC | #4
Hi @rahulkalidindi it sounds like you are building your own custom client. Since Web Messaging is async, it is assumed to always be "active". How would you define a session as being "active" vs. "inactive"? Would be happy to better understand use-cases you're trying to achieve.
In general, the Guest Session is decoupled from the internal GC Conversation, so we don't expose internal status (so things like in-queue or connected-to-agent). What we are building now is new feature to propagate the Conversation Disconnect event all the way to the End-User's client, which might be a good indication for your custom client logic to leverage. See corresponding Idea here for tracking.
system | 2022-11-10 08:10:14 UTC | #5
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