Limits on sending and receiving web messengers

Web Messaging
1

Hello,

We would like to ask about the upper limit of the number of times messages can be sent and received on Web Messenger.
We have confirmed the following URL.
https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-query#conversation-size-limitations

  • Conversation size limitations
    The article states "Terminating a conversation after 100 communications." We understood its meaning as follows.
  1. Visitors and agents communicate via text messages.
  2. Agent disconnects interaction
  3. If a visitor and agent repeat "1" and "2" more than 100 times within the specified time in the web messaging timeline, the text message exchange ends.

Que:
Is there a limit to the number of text messages a visitor and an agent can send or receive before the agent presses the disconnect button?

Best Regards,
Hirofumi Enotani

2

No, there is no limit on sending/receiving messages on the same conversation.

Visitors and an agent can send and receive as many messages as they want on the same conversation before agent disconnect the conversation.

The conversation limit you mentioned is on the Analytics side. If you are querying Analytics to get the happened conversations between specific dates and if the response is too big then in that case, analytics going to apply that limit and return a truncated response.

3

Hello,

Sorry for the late reply. Thank you for your answer.
We understood that there are no restrictions on the exchange of conversations.
Also, we understand that the limit of 100 times is a limit on the Analytics side.
Let us ask you one more question.
If a visitor sends a burst of messages to an agent, is there a way to guard this?

Best Regards,
Hirofumi Enotani

4

Yes, we do have a 60 messages-per-minute rate limit on visitor messages.

Rate limiting

Error code 429 / Too Many Messages can be caused by rate limiting. For information on rate limits for open messages, see the Web messaging section in the limits page.

5

Hello,

Thank you for your answer.
We tested it in our org and there was no error when sending 80 messages in one minute from a visitor.
The test method sent numbers from 1 to 80 in order.
Are we testing methods wrong?

Best regards,
Hirofumi Enotani

6

Hi,

The methodology looks good but I have the following questions:
Can you elaborate on "there was no error" ?
Is your test run from Messenger UI or from a websocket client ?
Have you checked on agent side that all messages were received ?

Regards,
V.P.

7

Hello,

Sorry for the late reply.

I'm sorry. Our first test results were wrong.
We tested again and found that we could only send 60 messages per minute.
Your answers were correct. thank you very much.

Best regards,
Hirofumi Enotani

8

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