We are currently using the Genesys Web Chat Widget v2.0, but are in the process of scoping the migration to Web Messenger. We need to rebuild the frontend experience using Messenger’s Headless SDK functions to show as an embedded chat window on a webpage. We only want customers to be able to access the chat functionality after they have completed a support request form in our Customer Success Hub. Once they end this chat, we do not want to give them the option to resume the conversation at a later time; the next time they file a chat support request, the interaction should be a completely new one with no visible history. However, we do need to update the chat tickets we maintain in our internal case management system with the chat transcript after the chat interaction has ended by hitting the "GET/api/v2/conversations/{conversationId}/recordings" Genesys API endpoint.
In terms of which function to use to end a conversation with a customer:
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Should we use "MessagingService.clearSession" or "MessagingService.clearConversation"? We want customers to have a read-only view of the conversation after the conversation ends. We also need to ensure that we can access the chat transcript for 48 hours to allow time for our internal system to post it to the related support request.
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When creating a new configuration in the Genesys Admin section of the platform, it says enabling the "Clear Conversation" setting will cause a bin icon to appear in the UI; considering we are building the UI ourselves, can the icon to clear a conversation be something of our own design?