Chat Widget deployment (version 1.0) disconnect interactions

[Gladys]

Hi
Please help us with this problem.
We are using the chat Widget deployment (version 1.0) for use IA with genesys through aivo.
But have a great problems. when one interaction arrive past 9pm, (the agents work since 9am at 9pm) the interaction enter in queue for around 10 hours, at finish this time the interaction is disconnected by "timeout" and in the interaction details appear like "abandoned"
Aivo support indicanted that the disconnect action is send by Genesys, "socket timeout"
I need know If this is certain, is possible that chat widget deployment have a timeout por disconnect whatever connection?

[Jerome.Saint-Marc]

Hello,

I just checked with Engineering and there is apparently a maximum time for a conversation to get connected to an agent (10 hours).
So that is a server (Genesys Cloud) constraint.

Hope this clarifies.

Regards,

[Gladys]

Thanks Jerome.Saint-Marc,
Is possible modificate this timer? my customer receive a lot of interaction past 21pm for this reason they have high number of abandon
If we using the widget v1,1 could solve this issue?

[Jerome.Saint-Marc]

Hello,

Unfortunately no, the timer cannot be modified (it is a pre-defined value on the Genesys Cloud Platform/Services - server/cloud side).

Just a suggestion, as I understand there are no agents available to serve customer chats from 9pm to 9am the next day, you could configure and use Web chat schedules (that's for the Widget v1.0).
The Chat button will only be displayed on your web site during open hours.

Regards,