Bin icon in webmessaging to re-use previous conversationid

[fransiska.hendra]

Hi All,

Just wondering if anyone can help with this.

Genesys released feature bin icon, to accomodate customer to clear all history chat, and to allow them to start new webmessaging chat.

and Agent will see as "conversation cleared"

and if customer in the same browser re-start chat again, agent will see conversation re-opened.

but when we retrieve this latest conversation, looks like it is not same as previous conversationid.
Just wondering is it mean us doing something not correct, so not return back to previous conversationid?

Or is there any setting to make this new conversation to re-use the same conversationid as before, consider user is still same browser ?

Any suggestion will be appreciate, but our client do not want to use custom javascript to solve this approach.

Thank you
Fransiska

[Angelo_Cicchitto]

@fransiska.hendra the behavior you observe is correct: those are two different conversations, because End-User made an explicit decision to Clear the previous one. The cookie identifier is still the same across both conversations, so looking at the Customer Journey all 3 Web Messaging conversations would be correlated to the same user: not ideal for now, but Agents could retrieve the previous conversations via External Contact. We plan to improve the UX by showing the previous message conversation transcripts inline with current transcript.
The alternative for now would to disable Conversation Clear, to show all messages within single Async transcript to Agent.

[fransiska.hendra]

hi @Angelo_Cicchitto

thank you for your advise.
Just wondering is there any way to retrieve/understand from the inbound Call Flow that is actually the same conversation ?

Thank you for advise
Fransiska