Disable timeout chat pop up

[Chase_Hamby]

Hi there,

Is there a way to disable this timeout box from appearing? We are noticing that this box will appear sometimes when a user has chatted with an agent but has exited out of the page containing the chat widget before the chat has actually ended. When they return, they receive this timeout popup. We would prefer for this to not pop up and have them use our start chat button to start a new chat.

Thanks!

[jacobshaw]

Hi Chase,
I'm not aware of a way to do this currently.

As per the Guest Chat API docs, the api endpoint DELETE /api/v2/webchat/guest/conversations/{conversationId}/members/{memberId} is used to end the chat.
My idea here is that you could capture the beforeunload event or something similar when the user closes the chat window, and handle it by sending a request to this endpoint to end the chat. This should get rid of the timeout pop up.

Alternatively, if that's not viable, you can also suggest this as a new feature using our Ideas Portal

[Chase_Hamby]

Hey Jacob,

Thanks for the reply. If we can't disable it, is there a way to stop it from using the standard Genesys Webchat form when the user hits Start Chat? We are using our own custom form when a user clicks on our custom chat button. But when they click on the start chat button from this timeout popup, it shows the standard form (first name, last name, email, subject).

Thanks!

[crespino]

Chase,

The chat widgets use cookies to persist the active chat session so that it can be reloaded during navigation events or web page reloads. If the user isn't exiting chat normally and then returns later then it makes sense that the widgets see that old session data in the cookies and local storage and are getting that error. The cookies and local storage keys are defined here: Cookies - Genesys Documentation

If you were to clear the values of those cookies and local storage then it would probably fix your problem, but I'm not sure how you'll be able to tell if they are coming back to the site after leaving for a period of time or if they are just navigating to other pages in the site.