An introduction to the resource center about "Messaging threading timeline" is provided on the page below.
How does the "Messaging threading timeline" feature work in the event of a Web Messaging outage in GenesysCloud?
Sorry if the question is difficult to understand.
I would like to know whether the Messaging threading timeline function works properly even if the Messaging function outage and messages cannot be sent or received.
The Threading Timeline is based on the internal messaging service, so being able to send or receive does not affect it. So, if set to 24 hours, it will still expire after 24 hours even if the user cannot access it from the brand's website. Remember that it does not expire the users session and will not clear the conversation based on Threading Timeline.
Thanks for your answer.
Hi, are we sure this is running as it should.
I have implemented a digital bot flow and using the messenger configuration/deployments with this.
Threading timeline on the Genesys Web Messaging is set to 72 hours.
Currently I see a chat starting and, with no input from the end-user and configuration that chat remains open, a disconnect after exactly 6 days. This is 2x 72 hours.
Do I misunderstand the threading timeline on Genesys Web Messaging or am I missing a configuration.
Could there be a conflict in the Genesys regarding the Genesys Web and Open messaging, causing double calculation of 72 hours?
In case of no-input from end-user, the Bot will continue to ask for no-input confirmation ("sorry we didn't get that, please repeat" type of message): this recurring message may keep the conversation alive: can you double check if that's happening here?
Otherwise, would suggest to raise via Customer Care.
Hi Angelo, yes that is built in but this is the transcript of the conversation.
Clearly it shows 6 days.
Hi Angelo, will do so. Thanks.
Hello there,
If you refer to this page Messaging threading timeline - Genesys Cloud Resource Center it says that
A messaging threading timeline determines the amount of time a messaging conversation remains open after the agent/system disconnects.
In the attached screenshot I can see that the conversation was disconnected on 16th October. So 72 hours (your configured threading timeline) time period has been started from 16th October.
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