Hi team,
We have Genesys Chat v2 within our application we are experiencing the below issue.
Background / Expected Behavior:
- Users will be undergoing the pre-registration form whenever they want to start a chat to chat with our agents
- Once gone through the form, they will be connected to Genesys
- If the user clicks the back button and then returns to the chat, they shall always be able to return to the same session from any entry point as long as the chat is still active.
Issue:
- Whenever a user initiates the first chat on the app, the above will work fine and they will always be able to return to the same session
- However, if the first chat session has been ended or terminated by the user and the user initiates a second chat. They will first go through the pre-registration form and get connected to chat; however, if they click on the back button and return to the chat, they will be redirected back to the question form instead of the chat session, meaning that the user must open up another chat session while the original one is still active, which should not be an expected behaviour.
Our investigation has lead us to suspect the following:
we found that the issue could be caused by improper chat session handling:
-
The JWT token (_genesys.widgets.webchat.state.purecloud-v2-sockets.JWtoken) issued by the server / Genesys side is not cleared in the cookie on the client side when ending the previous chat session.
-
In a new chat session after re-entering the chat widget, the token is reused to initiate a new chat. The chat can initiate normally with the old token.
-
If the chat widget is reloaded (by leaving and re-entering the widget), the chat will start over due to the presence of the old token that is not cleared in (1).
From our side, we expect that if there is any old / invalid token from the client side, the server / Genesys side could invalidate and return a new token to continue with the session. Can we confirm if this is expected from Genesys side?
Thank you,
Rob