Message delivery fail on Web Messenger

[EilidhB]

Hi there,

I was just wandering what reasons there may be for an error sending messages through Web messenger?
I'm relatively new to messenger so not sure where to look for error events. I am assuming it could just be internet connection on either side of the customer and the agent? Or is there something else?

Screenshot attached for reference.

Cheers,
Eilidh

[Angelo_Cicchitto]

Hello @EilidhB that error you see for delivery failure happens in case of outbound message that cannot be downloaded by end-user's client, typically in case of WebSocket Guest API being disconnected: this could signify that end-user has closed their browser tab or currently offline. The next time the user reconnects to the session and opens Messenger, the pending message(s) will be downloaded, and that agent-facing icon will change state.
In future we'll want to make that icon more meaningful, as the current red triangle may be interpreted as a final delivery failure (derived from SMS world), while for Web Messaging this is just a temporary state (delivery pending).