Hi, in continuation of this thread
Looking at the most detailed info I have found for Genesys chat (it seems valid for Genesys premise and Genesys Cloud platforms, and in my case I'm interested in Genesys Cloud:
https://all.docs.genesys.com/WID/Current/SDK/WebChat-combined#metadata
It seems that in most of the events of the events API there is some metadata, and one of the data there is "id":
That "id" is InteractionId (aka conversationId)??
Hello,
Apparently, it is not (just tried it).
If you want to get access to the Conversation ID corresponding to the chat session, you can subscribe to the WebChatService.started event.
The event contains a conversationId attribute (e.data.data.conversationId).
You can also retrieve the conversationId using a WebChatService command while the chat is still active.
CXBus.command('WebChatService.getSessionData')
Regards,
Superb Jerome, really helpful! The other problem we have is that utilization for chat is set to 3 for all the agents, and when an agent got 3 simultaneous chat (only in that case, very weird, doesn't happen for 1 or 2 simultaneous chats) and the end customer ends the sessionm, the remote site sends a "WebChat.endChat" command but on agent side the chat is not ended. No matter which one of the three sessions tries to finalize, the 3 remain active on agent side (Genesys Cloud UI). Any ideas or possible workaround? Thanks in advance
Hello,
I would suggest opening a ticket with Genesys Care (as we can't investigate customer data/env on this forum).
This is not a normal behavior.
I just tried it on my sandbox (connecting 3 chats to the same agent - utilisation set to 3) and didn't have this problem. I could end the 3 chats sessions on customer side, and all of them changed to chat ended/disconnected on agent side. My agent just had to select the WrapUp code for these ended chat conversations.
Regards,
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